Restaurant staff directly face customer service, daily contact with many guests, and what kind of guests are there. Although they are very careful in the service, but sometimes it is still inevitable that a moment of negligence, resulting in injury to the guests; or service personnel to do everything in line with the provisions of the service, but still can not make the guests satisfied. Here the restaurant service staff should be "customer first" as the principle, apologize to the guests in order to seek the understanding of the guests. As a restaurant service staff, we must understand a variety of customer types, in order to adapt, seize the moment, respond freely, respond to their needs, to provide the best service.
To do the above service, usually must pay attention to cultivation, do not just lose your temper. Must do dress neatly, dignified appearance, amiable attitude, kindly treat people, serious and responsible, prompt cooperation, honesty, courtesy and thoughtfulness, etc., so that the guests feel into the service received by the impeccable. Now the provisions of the regulations should be complied with are described below.
●Employee appearance
Restaurant service personnel in the service must be neatly dressed, dignified manner, so that customers are convinced that the restaurant is heavy clean service. Male waiters must shave often, dress neatly, clean hands and nails, and pay attention to bad breath and body odor. Female waiters should have their hair neatly combed and put on the required hair cover; they should not bring any other ornaments except wedding rings and watches; they should not use colorful nail polish and their nails should be neatly trimmed; and they should wear the required flat shoes and stockings to give the customers the impression that they are dignified and pay attention to hygiene. Service staff should not smoke or chew gum while working.
Polite, friendly, helpful attitude and moderate tone of voice can increase the beauty of the waiter.
Restaurant waiters in the service must be done in a kindly manner, treating people in a very careful attitude must be. If an accident occurs, it should be remembered that we must be patient, with a sincere attitude to resolve any disputes, all to "customer first" as the principle.
●The spirit of cooperation
Restaurant staff must be conscientious and responsible, quick cooperation, so that the work can be more smoothly. Waiters should not only be able to do their job cheerfully, but also should be able to find and understand the difficulties of their colleagues, and immediately know where and how to assist them. This spirit of active participation and cooperation helps the work run smoothly.
●Honesty and courtesy of practitioners
Colleagues working in a restaurant must respect each other and help each other; abide by the rules of the restaurant, do not be greedy for money, do not cheat the guests, and be courteous and considerate. This will win the goodwill of the guests when serving.
As long as the usual attention to cultivate the cultivation of catering staff should be, the restaurant business can be better, in order to achieve the purpose of the restaurant's profitability.
Emphasis on the atmosphere of the restaurant to create
The fun of dining in addition to taste the flavor of the meal, there is to enjoy the atmosphere of the restaurant. Good atmosphere in the visual enjoyment of people can also enhance the human appetite, there has been such a thing:
In a restaurant surrounded by large glass, you can see the pedestrians, about an hour before closing, the other guests are gone, we were lucky enough to sit in the window seat. After the food was served and we were happily enjoying it, perhaps the waiters were tidying up the kitchen when they carried a couple of garbage cans out of the alley next to the store and placed them on the curb just a glass wall away from us. That is where the garbage is collected at night, and for us, it was like putting the garbage right in front of us. This, coupled with the fact that pedestrians on the road also threw their garbage there, gave the impression that they were eating next to the garbage cans, and they lost their appetite for their meals.
Many restaurants, when it comes to closing time, even though there are still customers in the store, are full of care to put the chairs upside down on the table, ready to clean the floor. There are more serious, to start cleaning, even the guests are driven away. This practice is extremely disrespectful to the guests, the correct approach is to tell the guests as far as possible to close the store, and so that all the guests left before starting to clean, even if a little later, but only a dozen hours late. As long as it is during business hours, guests should be served properly, and again, this is not the time to clean up. For the waiter, the guest is the most critical, must consider what they do, will bring what kind of impact on the mood of the guests. Instead of following the nature of their own want to do whatever they want to do.
In addition to this, the guests have eaten, after drinking coffee, immediately busy to clean up utensils, too early too late are not good. Too early to think that you are rushing them away, and too late, others will think that the store's service is not good, have eaten for so long, the service has not kept up.
In addition, the temporary change of business hours to be ten million attention, if you really need to change, be sure to publicize in advance, so as not to get into trouble. "The closing time of the catering center, as long as it is 30 minutes earlier than usual, the guests' protest calls." The head of a large catering center was talking to me about the trouble caused by temporary changes in opening hours.
Customers are disappointed when they arrive excitedly thinking the restaurant is open, only to see the doors closed. If a restaurant changes its business hours at random, it will be seen as a non-creditworthy organization. Since you have decided on the business hours, you should strictly abide by them, "There are probably no customers coming today, close the door!" This is not the right way to think. Even if only one guest comes, you have to keep the business going, and you have to keep your promise, which is the credibility of the businessman.
Sometimes a guest will be frustrated when he sees a notice posted on the door that says, "Today is a full house," and then he goes back. When you hear the cheerful voices coming out of the restaurant, you will be disappointed and think, "It was hard to come, but I ate the closed door." Sometimes, you will suddenly see the notice of "Temporary closure today", which is very rude to the guests who have a hard time to come here once. If you have no choice but to close your business temporarily or rent it out to someone else, you should notify your customers 7 to 10 days in advance. This is necessary so that the customer will feel that you are remembering him and are always thinking of him.
The importance of foreman training
The hotel in the position level of general manager, director, manager, supervisor, foreman and ordinary staff, foreman supervisor as the most basic management personnel, the hotel has an extremely important role, but the hotel just emphasize the importance of department managers, but ignored the work of all the most important tasks of the grass-roots management personnel, blaming the ordinary staff for poor service quality, but did not anticipate the poor quality of service, but did not anticipate the poor quality of service, but did not anticipate the poor quality of service, but did not anticipate the poor quality of service. Poor service quality, but did not expect the foreman in charge of the decisive role of the quality of service. Due to the large mobility of middle management cadres in the hotel industry, it affects the sustainability of hotel development. Many hotels have now begun to recognize the strong pillar role of the junior management in maintaining the basic functioning of the hotel by ensuring the proper functioning of their departments in the absence of departmental managers. Because of the leveling of management, a single manager is required to manage multiple employees, and foremen and supervisors meet this requirement, so training a group of key junior managers has become an important part of the development strategy of these hotels. Foremen and supervisors are the most important executives of the hotel at the lowest level and the most important level of the hotel's tasks. Foremen and supervisors are the management level that has the most contact with guests and employees. Foremen and supervisors have the best understanding of the mentality and work skills of the employees they manage, and they are also the first class of ordinary employees to talk to when they encounter problems, such as dealing with guests, etc., and they are the class that obtains the most information. Many hotels attach great importance to collecting the opinions of employees and guests, but have not noticed the key role of foremen and supervisors in the process of collecting information. Belonging to the information collected by the staff first to the foreman, supervisor, before this information is submitted, and may be subject to the foreman] supervisor level of screening, so do not pay attention to the foreman, supervisor level to receive information feedback is not comprehensive.
The head foreman is the most important management that affects the guests and employees. Often encountered such a situation, the hotel development prospects are very good, but due to a foreman or supervisor of the management capacity of the problem, so that the staff belonging to the dissatisfaction and choose to leave the hotel, from the departure of the staff interview records is not difficult to find these problems. Employees contact the most is the foreman or supervisor, the quality of these grassroots management personnel directly affects the staff's impression of the hotel, affecting the staff's comments on the level of management of the hotel and its own willingness to stay in the hotel, similarly, also affects the guests on the hotel's image, so the management of the importance of the image of the management should attach importance to the quality of its foreman, the quality of the supervisor cultivation. But unfortunately, the foreman and supervisor are also the most easily neglected management. Because the hotel service quality problems, often mentioned which department manager, and then which staff, but not mentioned which foreman or supervisor, at this time it seems that they are ignored, they feel ashamed, but no one is willing to listen and pay attention. At the same time, the department manager is also used to directing ordinary employees, rather than telling their foreman or supervisor to organize the staff to complete the task.
In fact, quite a few hotel foremen or supervisors don't know how to manage their staff, don't understand the psychological dynamics of their subordinates, and don't know how to calm down their staff's dissatisfaction. Because the hotel to meet the needs of guests, there must be satisfied employees, and satisfied employees rely heavily on the management of these grass-roots managers, to find a cohesive team within the hotel does not seem to be an easy thing, the main reason is that these managers failed to better understand and manage the dissatisfaction of employees.