Hotel banquet waiter etiquette

First, the characteristics of hotel conference service etiquette

normative

1. Layout specification: the layout of seats, flowers, notes and teacups should be arranged according to the etiquette specification, reflecting the protocol order and meeting grade.

2. Procedural norms: All procedures and processes embodied in conference services are determined and planned in advance, and important parts have to be repeatedly reviewed by the organizers. In reception service, etiquette service personnel should divide their work. There are standard arrangements for pick-up, sign-in and guidance, and corresponding plans are provided according to experience and the requirements of the organizer. Only in this way can the conference service be busy and not chaotic.

(2) Flexibility

1. Although the conference service is carried out as planned and the processes are orderly, there are often some unexpected situations: if there is a temporary phone call to tell the participants, the staff should go to them and tell them softly; If you want to inform the leaders on the rostrum, you'd better use notes to convey the notice, so as to prevent the staff from walking frequently on the stage and whispering to distract others and affect the meeting effect; If there is a mistake in the meeting due to improper work, the staff should deal with it quietly as soon as possible, don't disturb others, and don't panic and run back and forth, so as not to affect the atmosphere and normal order of the meeting.

2. Pay attention to adjust the temperature and humidity of the meeting room to create a comfortable environment. The temperature of the conference hall should generally be controlled between 24℃ and 25℃ in summer and between 20℃ and 22℃ in winter.

(3) timeliness

1, general meetings are very time-sensitive, and everyone emphasizes starting on time and ending on time. The service plan thus formulated should also reflect these characteristics. Divide the reception plan according to the time period to ensure that the secret service is in place regularly.

2. On the one hand, we should emphasize the timeliness of the meeting, on the other hand, we should make various corresponding plans for the postponement and rescheduling of the meeting; At the same time, the preparatory work before the meeting should be completed on time and with high quality according to the time plan, such as the preparation of meeting materials, the layout of the meeting place and the debugging of meeting equipment. If it is not completed within the completion time, it will inevitably bring inconvenience to the conference work.

Second, the hotel conference service etiquette process

1. Preparation before the meeting

Pre-meeting preparation is an important link in the work, aiming at making conference service personnel fully prepared mentally and perfectly prepared materially.

(1) Understand the basic situation of the meeting. After receiving the notice of convening the meeting, the waiter must first master the following information: the number of people attending the meeting; The type and name of the meeting; Organizer; Meeting schedule; The guest and host status of the meeting; Meet the standards; The special requirements of the meeting and the customs and habits of the participants.

(2) Deploy personnel and be responsible for the division of labor. Before the meeting, the supervisor or manager should introduce the basic situation of the meeting, explain the requirements and precautions in the service, and clarify the division of labor. Make all waiters know clearly the overall arrangement of work and the work they are responsible for, and make preparations according to the division of labor.

2. Conference service procedures

30 minutes before the start of the meeting, the waiter should prepare for the meeting guests in his own position. If the participants are guests staying in this hotel, a welcome desk can be set at the entrance of the conference room; If the attendees don't stay here, they should also set up a greeter at the entrance of our hall to welcome the guests and guide them.

(1) When the guests arrive, the waiter should stand at the door of the conference hall (room) full of energy, enthusiasm and courtesy to meet the guests, cooperate with the staff of the conference group, and invite the guests to sign in, distribute information and show them to their seats. Then send towels and tea.

(2) Water should be changed in the middle of the meeting. The service action should be light and steady, and should be carried out according to the service standards of Shanghai University.

(3) During the meeting, the waiter should concentrate on observing whether the participants have service requirements.

(4) If there is a podium at the meeting, there should be someone who is responsible for the service of the podium. When the speaker is talking, the waiter always adds tea and water, and sends fragrant towels.

(5) At the end of the meeting, the waiter should remind the guests to bring their own items in time.

3. Staff service etiquette during meals

When a guest has a meal, he/she should explain the waiting time to the guest, give the menu to the guest and ask the guest to order.

Guests should take the initiative to introduce the hotel's special foods and drinks when ordering.

4. Closure of the meeting

(1) After all the guests leave the meeting, the waiter should check whether there are any items forgotten by the guests. If you find the guest's belongings, you should contact the conference group in time and give them to the owner as soon as possible.

(2) Don't leave any dead ends at the scene, and pay special attention to whether there are unfinished cigarette butts to avoid hidden dangers.

(3) Clean up, put the desks and chairs back in place, and we will take care of the things used for the meeting. The classification code cuts them neatly. Turn off the power supply, close the doors and windows, patrol again, withdraw and lock the door after confirmation.

5. Matters needing attention in service

(1) If the guest indicates that there is no service during the meeting, the waiter should be on duty outside the meeting in case the guest needs to deal with other affairs.

(2) During the meeting, if there is a caller, the waiter should check the unit and name of the called person, and then politely inform the called person. If you don't know the person you are looking for, you should go through the meeting staff. Never shout the names of guests at the meeting.

Taboo of Hotel Banquet Waiters

Not allowed audit

This is the taboo of service. During the conversation, it is the professional ethics of the waiter not to eavesdrop, peek or interrupt. If the waiter has something urgent to discuss with the guests, don't interrupt the conversation rashly. It's best to wait for a while, make a gesture, and then come forward and say, I'm sorry to interrupt your conversation. ? Then say what you have to say.

Second, avoid staring.

When receiving some guests with strange clothes, the waiter is most afraid of staring at them for a long time, because these actions easily make the guests unhappy.

Three taboos snickering

In addition to providing appropriate services, waiters should also be careful not to snicker, whisper and comment on guests' comments at will to avoid undue friction.

Four taboos: oral English

Some waiters lack the learning of language skills and the cultivation of their own quality, and intentionally or unintentionally hurt guests or cause some unpleasant things to happen at work, such as? Do you want to eat? The language of inviting guests to dinner sounds very unhappy and uncomfortable. In addition, when the waiter introduces the table to the guests, is it a single room? This word is also a taboo word because? Single room? In hospital, it refers to the room for critically ill patients, and in prison, it refers to the room for holding important criminals and recidivists, so it is used? Private room? Instead? Single room? That's right.

Five taboos against boredom

What if individual customers use it? Hello? 、? Hey? Waiting for uncivilized language to greet the waiter, the waiter can't be cold or impatient with the customer just because he is impolite. On the contrary, we should make customers aware of their rudeness through positive and enthusiastic service. If you are busy, you can say: please wait a moment, I'll come right away. ?