service skills to retain guests

In real life, many hotel owners do not necessarily do catering management from the beginning. Although there are more and more amateurs in catering, most of them can easily lead a group of expert masters to run the hotel successfully. The reason is that there are

classified management of customer files

in order to better serve customers, the floor manager should make customer files and collect customers' information, such as names, positions, work units, etc., and even some details need to be collected, such as: how many cars customers have, license plate numbers, who they often eat with, family members, individuals and family members' hobbies. Collect and summarize in time, and input it into the computer for preservation, which becomes a wealth for waiters, marketers and other work.

The waiter fills in the second opinion form

At present, many hotels are popular in collecting customer feedback information as one of the bases for improving dishes. They call it a customer feedback form. Generally, a form is made and put in a fixed place in the lobby, which is mainly filled in by customers. This is not true, because customers sometimes don't leave messages, even if they leave messages, it is not true feelings.

the customer data record form should mainly record the following items: the name, position, unit, eating habits and hobbies of the guest, etc., and all these items should be filled in by the waiter. As for how to collect this information, it requires the waiter to "keep an eye on all directions and listen to all directions," and to observe carefully during the service.

The waiter can get some effective information from the guest's actions and language. For example, he can observe the host or guest's preference for dishes when introducing them. For another example, carefully observe the guest's movements, eyes, chopsticks, direction and position, which also shows that he appreciates and likes this dish frequently. The waiter can fill in the special days, habits and hobbies of the guests by observing the language of the customers when toasting. In the daily training of waiters, it is important to cultivate employees' eyes and ears to pay attention to the strictness and behavior of customers, make them form habits, and then slowly accumulate experience.

You can call your first name directly when you answer the phone three times

There should not be too many languages to answer the phone, but it must be in place and friendly. She thinks that the way other waiters answer the phone is too formal, and it is almost impossible to produce sales effect. Therefore, she firmly opposes the waiters using words such as welcome and hello. On the contrary, she asks all the waiters to call them by their names or positions directly.

In order to ensure that the waiter can accurately call out the other party's name or address, she introduced caller ID, telephone and computer connection, and whenever a call comes in, the phone will automatically talk about the customer's information at a glance.

Four details reflect the improvement of service quality

The service has really reached the level of detail and consideration, so that new employees can call out the names of the guests as much as possible, and those who have met once will be greeted from a distance when they come next time, and they will kindly address their names or positions.