2020810日   星期一

仪 容 衣 表

文章来源:吉林中华餐饮美食协会    发布时间:2015-04-01   浏览次数: 1792

1. 头发:清洁干净,前不挡眼,后不过肩,侧不过耳,女士头发盘起,不准带亮丽的头饰。

2. 面部:面容清洁,男士要刮干净胡须,女士必须画淡妆,上岗口红为红色或粉红色,涂无色口红。

3. 手部:手指甲干净,不留长指甲,不涂指甲油。

4. 服装:干净,烫平挺阔,无破损,纽扣要齐全。

5. 工号牌:干净无破损,不歪歪扭扭。

6. 鞋:要干净,无鞋钉,皮鞋为黑色。

7. 袜子:男士要深色,女士穿肉色丝袜,干净无绽线。

8. 手饰:只许带手表或婚戒。

9. 表情:要面带微笑,表情自然,端庄稳重,落落大方。

10. 开餐前五分钟站在指定的岗位,等候客人。

 

行为举止要求

 

1. 站姿:抬头挺胸,收腹,双手自然垂直,右手握到左手上,女(双手在腹前,脚跟并拢,两脚尖略30度),男(双手在身后,脚之间与肩同宽)。

2. 行走:行走是站立的一种延续,两脚之间相隔一脚或者一脚半,双腿自然弯曲,双手配合着自然摆动。幅度不要太大。

3. 面部表情:眼神温柔,嘴角要稍带微笑。

4. 让行:在服务共内与客人相遇时,主动与客人打招呼问好,靠右侧行驶。

5. 坐姿:脊骨自然垂直,与椅背平行,坐在椅子的三分之二处,双手自然放在双腿上。

站在挺直、走的优雅、坐的端庄

 

 

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1. 服务意识的概念,就是指酒店员工以客人为核心,开展工作,以满足客人要求,以客人满意为标准,时刻准备为客人服务的一种意识,为客人提供优质服务。

2. 服务意识的种类:

(1) 行为意识是指服务员在服务过程中所体现出来的动作作为地程。

(2) 语言意识是指服务员在服务过程中的语言交流过程。

3. 服务意识的体现形式:主动意识。

(1) 五声:客来有迎声,客问有答声,做事不周有歉声,得到帮助有谢声,客走有谢声。

(2) 三知:风俗习惯,宗教信仰,特殊要求。

(3) 八了解:定台时间、人数、台数,姓名,电话,单位,标准,被请对像,上级领导。

(4) 基本条件:先知先觉,知情知趣,懂赞美懂礼貌。

(5) 服务忌语:要、没有、必须、绝对、不知道。

(6) 应用语:来,好的,马上,请,您,对不起,打扰您。

(7) 赞美:逢人减岁,遇物添钱,赞美客人的孩子。

(8) 三轻四勤:说话轻,走路轻,操作轻;眼勤,嘴勤,手勤,腿勤,耳勤,嗅勤。

 

服 务 技 能

 

一. 托盘:

1. 托盘的的种类和用途:。

(1) 质量:木制、胶木、金属(钻,银,锈钢)

      规格:大、中、小、方形、圆形、长方形

(2) 用途:斟酒、摆台、上菜、席间服务

2. 操作要领:动作闲熟,姿势大方,运用自如。

托盘按其所托重量的多少分为:

重托:(肩上托)合理装盘,摆放。

重托三不:盘前不靠嘴,盘底不搁肩,盘后不靠发。

      平:盘平、肩平

      稳:稳托,走路不摇、盘不晃。

      轻:在端较重物品时,显出轻松的感觉。

轻托:左臂自然弯曲成90度,手肘离腰一拳,掌心向上,五指分开,与掌根形成六点,托住盘底,掌心不要与盘底接触。

(1) 理托:按所装物品选择合适的托盘,洗涤擦干,盘底垫一块干净的席巾或专业的抹布,四边整齐,拉正铺平。

(2) 装托:高物,重物放在托盘的里档,低物、轻物放到外格,先用的物品在上、在前。

(3) 端托行走:上身挺直,目视前方,动作敏捷,精力集中,步代稳健。

A常步;b快步;c慢步;d碎步;e跑楼;f垫步;

3. 端托的注意事项

(1) 量力而行;

(2) 端液体时找好重心。

斟  酒

 

一、 斟酒前的注意事项:示瓶:尊敬客人,开始进行酒水服务,确保酒水的可靠性。

1. 检查瓶的卫生,是否有杂质或过期;

2. 示瓶告之客人,所点酒水的品牌、度数和斤两;

3. 当客人杯中酒水为第一次斟倒的二分之一时,就应进行斟酒;

4. 当使用酒酌时,一下要询问客人是否可以,方可使用;

5. 左手持一块干净的席巾或毛巾,随时擦瓶口;

6. 当碰翻客人酒杯时,要及是道歉,及时清理;

7. 在进行交叉服务时,要随时留意客人杯中的酒水;

8. 宾主致词,客人谈话时,服务人员应停止一切操作服务,站在相应的位置,并在客人讲话前将酒斟齐,以免祝酒时,杯中无酒;

9. 在斟倒饮料时询问客人是否可以打开,喜欢喝哪种,顺时针为其斟倒。

10. 斟倒啤酒时,速度一定要慢,以免泡沫溢出,或沿杯壁流下。

二. 询问酒水:(礼貌用语)

1. 递酒水牌

三. 斟酒的流程(姿势、位置)

1. 左手持湿巾,右手持瓶身下半部,商标朝向客人,站在各人左侧进行斟倒。瓶口与杯口保持一公分的距离,不要贴进客人,右脚在前,左脚在后。

2. 斟酒步骤:斟、提、旋、收。

3. 斟酒顺序:红---饮(法国)

             主宾(女士)——顺时斟倒

4. 斟酒的量:白酒、啤酒、饮料为八分;红酒为二分之一满。

 

 


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