Communication ability

This restaurant receives many guests from all directions every day. Whether the waiter has skilled communication skills has a great influence on his service work. Waiters should be good at using their own language, behavior and body language to communicate with all kinds of guests accurately and quickly.

Language is thinking aloud and a tool to express feelings. Restaurant waiters' attitude towards guests is largely reflected in language. As the saying goes, "a word makes people cry, a word makes people jump", which makes sense. As a waiter in a restaurant, we should correctly use respect, address and greetings according to different reception objects. There should be "five tones" in serving guests, that is, welcome guests when they come, address them when they meet, thank them for their help, apologize for their work mistakes, and send them away when they leave the store. When talking with guests, we should put an end to "four languages", that is, contempt, boredom, negation and contradiction.

When using service language, it should be simple and clear, lively, pay attention to the use of intonation and speed, and express clearly and infectiously. At the same time, we should improve our oral and written expression ability, be good at grasping the key points of the problem and handle all kinds of complaints from guests skillfully.

marketing power

Catering promotion refers to the restaurant waiter offering some suggestions on dishes and food by asking the guests who come to the restaurant according to the catering characteristics of the restaurant. Catering promotion needs pleasant and competent waiters to provide attractive and delicious food for guests in a warm, relaxed and friendly atmosphere. Every waiter should be an excellent salesman. Catering promotion is not only selling food and drinks, but also selling all feelings to guests.

The sales promotion ability that should be paid attention to: self-promotion, grasping the sales opportunity, targeted sales, and correct use of sales language.

Solid basic skills

Solid basic skills and skilled service skills. To be an excellent waiter, it is not enough to have some professional knowledge and good wishes, but also to have solid basic skills and skilled service skills in order to provide satisfactory services to guests. If the guest asks the waiter to pour the wine, the waiter will spill the wine on the table or on the guest; Let serve, but don't know the serving procedure; Let the dishes be divided, but the shape of the dishes is destroyed, or the distribution is uneven, and even when the last guest distributes them, there is an empty plate.

At this time, no matter how good the service attitude of the service staff is, the guests will not be satisfied. In order to avoid the above situation, waiters must master the basic skills and master the service skills skillfully, that is, helping tables, setting tables, delivering drinks, serving dishes, dividing dishes, folding napkins, removing tables, etc. To master these skills, you have to work hard. Only by mastering and using these service skills skillfully can waiters serve guests efficiently and with high quality.

Other emergency capabilities

Waiters should also be quick-witted, agile, adaptable and able to analyze problems independently. When encountering difficulties of individual guests or mistakes in service work, we should be calm, properly handle and solve various problems in time. Don't be opinionated, and don't listen to criticism and negative opinions.

Due to the differences in gender, occupation, age, nationality, education level and hobbies of the guests, their requirements for services will be different. Only when restaurant waiters have the ability to deal with emergencies can they provide quality services for guests.

Correct use of marketing language:

Substitution problem

It means don't ask questions with "yes" or "no" in sales promotion, such as "Would you like something to drink, sir?" The answer to this question is often yes or no, which easily makes restaurants lose sales opportunities. If you ask, "Sir, we have coconut juice, mango juice and Coca-Cola, which one do you want?" In this way, the guest's reaction is to choose a drink, rather than considering whether to want it or not.

Language addition

It means to list the advantages of the dish as much as possible, such as "this dish is not only delicious, but also very fresh in raw materials and contains a variety of nutrients, which is also helpful for diseases such as virtual fire!"

Language subtraction

It is to explain to the guests that if you don't eat this dish, you will lose money. For example, "hairy crabs only exist in the waters around Yangcheng Lake. If you don't taste it now, it will be hard for you to taste it when you return home! "

Language department

Is to divide the price of a dish into several parts to make it look inexpensive. For example, "although XXX costs 30 yuan, on average, six people spend less than 5 yuan." You can taste authentic XXX for only 5 yuan. "

A roll of banana method

Also known as "turning point", that is, first follow the opinions of the guests, and then turn to elaborate. For example, "this dish is really expensive, but its raw materials are not low in the market, its cooking technology is complicated and its taste is unique." You might as well try! "

Borrow the words of others

For example, "the guests all reported that our XXX had a good time here." Do you want one? " Or "Comrade Mao Zedong once praised Wuchang fish in Hubei. If you taste it, you will feel the same way. "