Banquet service process
Banquet service process
1 Scope
This standard specifies the terms and definitions of the banquet service and the service procedures.
2 normative reference documents
"Tourist hotel star division and assessment"
"Star Hotel Visits"
"China Hotel Service etiquette norms Daquan"
"Star hotel subtle service basic standard"
SG / ZY.CY / 000 Office of the front office duties and job requirements
SG / ZY.CY / 008 "Chinese banquet service procedures"
Terminology and Definitions
3.1 pendulum
Pendulum is for the guests dining table, to determine the seats, to provide the necessary dining equipment, including the table, shop cloth, arrange seats, prepare utensils, tableware, landscaping seats and so on. Chinese restaurant requires a reasonable dining table, in line with traditional habits, tableware hygiene, equipped with complete, uniform specifications, both convenient meals, but also conducive to the service between seats, while full of beauty.
3.2 Welcome
According to the banquet of the admission time, banquet executives and guests in front of the banquet hall in advance of the guests, the value of the waiter standing in the door of their private rooms to meet the guests.
3.3 pouring service
The service is a basic service skill in the restaurant service. Due to the variety of drinks, the temperature required for drinking, the cups and services are different. Therefore, the waiter can only master the Chinese restaurant. To provide quality services to guests. For guests pouring wine, the first to seek the views of the guests, according to the requirements of the guests pour their favorite drinks.
3.4 Checkout
After the meal can be done after the checkout preparation. Check out all the drinks, cigarettes, dishes and other banquet menu outside the total cost and total. Guests after the checkout, according to the provisions of checkout procedures, pay attention to the guests thanks.
3.5 Visitors
At the end of the banquet, the attendant reminds the guest to bring his own items and remind the guests of the packaged items when packing the items. When the guests get away from the seat when the waiter should take the initiative to guest chairs, to facilitate the guests to leave the walk. Depending on the specific situation or send guests to the door.
3.6 history file
Refers to the service staff will be guests in the dining, guest rooms and other places of business consumption preferences, hobbies and other related information collected and recorded as required, the formation of the guests historical information.
4 banquet service flow
4.1 Station welcome
The desk attendant must be familiar with the customer name and customer name of the banquet hall
4.2 lead the guests
Customers to the hotel after the waiter should be in accordance with the standard requirements to lead the guests to the banquet hall.
4.3 seat chair seat
Guests into the banquet hall, the waiter should take the initiative for the guest chair seat, mainly for the owner, guest chair seat chair service.
4.4 inquiry criteria, validation menu
A, if the guests have set the standard in advance, the need to check the menu guests;
B, if the guests did not advance the standard, the waiter need to take the initiative to introduce the standard to guide guests to consumers, the standard were 100 yuan / person, 120 yuan / person, 150 yuan / or recommended sea cucumber package;
C, if the guests made a la carte should be in advance to the standard description of the guests, and recommended to the guests abalone feast feast or casserole sea cucumber;
D, if the guests temporary room to be in the first time to understand the consumption of guests, and confirmed to the guests in a timely manner
4.5 After obtaining the consent of the guests, ask the guests have no haste, notice bar under the single dish
Standard or a la carte to be, must take the consent of the guests after the guests to inform the dishes, if the guests have special requirements, must focus on instructions and notice.
4.6 Ask tea
The waiter should recommend the hotel to the hotel a variety of tea, and familiar with the price.
4.7 Ask wine
The waiter should be in accordance with the procedures recommended to the guests drinks and drinks, and familiar with the price; if guests bring their own drinks, guests should be explained in advance to explain the service fee.
4.7 on the towel, shop cloth, poured tea
The waiter in the operation should be in accordance with the first host after the owner of the clockwise direction to operate.
4.9 show guests drinks, drinks, and poured drinks and drinks to the guests
Guests can agree to open after pouring, the operation should also be the first guest host, clockwise direction to operate.
4.10 on the welcome soup, welcome point
When asked to take the food must be guests first welcome soup and welcome points.
4.11 on the hot dishes
A meal must be in accordance with the norms to the guests reported the name;
B if the hotel specialties, after serving the guests need to introduce special dishes;
C If there is a banquet where the production of dishes, the waiter in accordance with the norms of the guests to the scene to produce dishes introduced, and then by the kitchen to operate;
D, if the "casserole sea cucumber" dishes, the waiter must take the initiative to host and host for cutting;
E, if the "Buddha jumping the wall", "full buckle Australian abalone" and other processing time longer dishes should be in accordance with the norms every 15-20 minutes to explain to the guests once;
F, in order to get started for the guests, you must wash your hands on the guests.
4.12 on the soup, sub-soup
On the soup should be the first dish to show the guests, and asked the soup when the need to obtain the consent of the guests before the withdrawal of soup.
4.13 pasta, the above food
For the guests point of eating should be in accordance with the norms of the first recommendation to the guests, the guests confirmed that the pasta should immediately notify the order, if any special requirements, need to focus on note that if the guests point pasta processing time is long, Guest explanation. In the service should not urge the guests point pasta, to avoid causing dissatisfaction with the guests.
4.14 on the fruit plate, delivery towel
A, for the guests on the large fruit plate, the guests should be in front of the bone plate to replace, and clean the turntable dishes;
B, for the guests on each fruit plate, the guests should also be in front of the table items, wine, debris to clean up;
C, on the fruit plate must be prepared in advance of fruit fork; d, guests eat fruit plate after the need to towel
4.15 checkout service
4.15.1 guests to checkout payment, the waiter should first check the bill in detail, to confirm the correct, please pay the guests;
4.15.2 guests checkout, the waiter should understand the form of a customer checkout a signed account should be aware of whether the valid signers b guests transfer should first understand whether there is permission to transfer c guests credit card checkout, the guests should lead to the bar, Bill, please. d guests cash checkout, should be singing to pay, detailed check the number of cash.
4.16 package service
Should ask whether the guests need to pack dishes, and for the guests to pack.
4.17 Visiting service
A, guests get away from the seat, should first prompt the guests to carry a good carry-on items, and to check, whether there are missing items.
B, lead the guests, the guests will be sent to the first floor of the stairs, and to express gratitude to the guests, warmly invited guests to visit the next time.
4.18 guest history file
Service personnel after the end of the guests should be in the food and beverage consumption in the process of preferences, hobbies and special requirements and taboos and other relevant information collected and recorded on request, the formation of the guests historical information, so that guests come again to provide more targeted Sex, personalized service.
