service is the "personality charm" of the restaurant

First, talk about the satisfaction of the guests, which is embodied in the environment, dishes and services. On the surface, these three points can be clearly distinguished. The environment is determined by the early decoration of the restaurant, the dishes are determined by the technical level of the kitchen, and the service is mainly manifested by the work of the waiter. At the same time, the three are organically combined, just like the communication between people. I have a crush on you. I thought you were nice at first sight. Maybe it's because you are cute and well dressed-in a restaurant, it's like winning the favor of diners with the environment. I have a preliminary understanding of you from further communication, and I find your words, demeanor and movements very attractive to me-in a restaurant, it is like a delicious dish grabbing a guest's stomach. After more in-depth contacts, I found that you are very attractive and willing to make friends with you-this is the deep connotation of service. Service is a bridge and link that organically combines the environment and dishes, so it largely determines the overall satisfaction of customers with the restaurant.

guide guests to order food and implant a leading impression

in the ordering service, communication language skills are also needed. As mentioned above, the process operation of service has no feelings and communication, which is easy to make customers feel distant and depressed; Active communication in service can guide guests to make reasonable consumption, which is also manifested in ordering food. For example, there is a "saliva chicken" in the first few pages of xi he Yayuan menu. When a guest asks about this dish, some waiters will say stiffly, "This dish is well done. Please order it together and try it." Some waiters will take the initiative to suggest: "Please turn to the back pages of the menu. There is a' Citronella Chicken' which is our signature dish with a rich and fragrant taste. And saliva chicken is more common, you may wish to taste this' citronella chicken'. " At this time, the guests will feel that the waiter's recommendation is very useful, and they have a choice, thinking, "He is right, so try this signature dish." After the "Citronella Chicken" is served on the table, the guests will take the initiative to look for the "rich aroma" just mentioned by the waiter from the taste, so as to achieve the recognition of the dishes. In this way, the waiter has completed the guidance of the customer's order and implanted the impression that "the food is delicious" into the customer's mind.

the inner starting point determines the level of service

diners often think that the service is to pour water on the plate and eat dessert with their legs, but this is only a representation and a basic skill that every waiter must master. Behind these professional smiles and standardized services, do they convey the true feelings and attitudes of waiters? Most of our diners are tolerant, as long as the waiter completes the service process completely. But in the face of unexpected events and further demands of diners, can they still cope with it? Or is there a subjective and dynamic response to these situations? Unfortunately, many restaurant owners only attribute the problems in service to reasons such as inadequate training and poor skills, and fail to pay attention to the inner intentions of the waiters. Excavating the inner starting point, making waiters willing to serve and adjusting their mentality to be proactive are the driving force and source to improve service quality.

case analysis of urging food

the importance of psychological intention

Take the waiter urging food as an example. For example, one night, the business in the store was very busy, and the waiter was more dedicated and did his job in a proper manner. One of the guests' dishes was delayed, so the waiter went to the kitchen to help the guests rush the dishes and told the guests to wait a little longer when they came back. The guests urged the dishes again and again until they were in a state of deadlocked complaints. The waiter was very wronged at this time-I urged the food according to the guest's request, but the guest was rude and unreasonable, and didn't understand my difficulties at all. The guest's urging behavior is even more understandable-I spend money here to spend, I deserve satisfactory service, and I won't bear the consequences caused by your busyness. The psychological starting point of the two is different. As a leader, I can't punish the waiter. His psychological fluctuation may be like this-I obviously did my due duty, but you have to punish me. I'm not a chef, so I can't control the speed of cooking. This is simply beyond my power! This is the psychological starting point of the waiter is biased.

summary of thinking caused by the case of urging food

The above cases show that the service should not only stop at setting tables, folding cloth and ordering food, which is too shallow. We should cultivate the foresight and communication skills of waiters. Still in the above case, it can be analyzed from the following three points. First of all, some dishes are time-consuming, such as braising in soy sauce, simmering slowly with a small fire, complicated technology and so on. This requires the waiter to control the number of times these dishes appear when ordering, and recommend other dishes that can be made quickly to the guests.

Secondly, if there is a rush for food, the waiter will go directly to the back kitchen and shout,' The food at Table 3 is faster!' , or tell the person in charge directly what dishes on table 3 need to be accelerated? The former seems to have completed the work of urging vegetables, but in fact it is a perfunctory and irresponsible performance. Third, when the time for serving is still not guaranteed after urging, can the waiter reasonably use his rights to give the guests cold dishes or discounts? This reflects the positive subjective initiative of the waiter. "

Communication has the power to turn an enemy into an enemy.

Effective communication in the right language at the right time is a successful communication. Take the common situation on the bus as an example. "It often happens that you accidentally meet someone else on the bus, and the other person says,' What are you doing?'" If you say,' Oh, I'm sorry, the car shook and lost its footing, I'm so sorry!' Usually this matter is over. If your reaction is' so crowded you depend on me? Don't take the bus because it's too crowded!' This way, if you say anything to me, you should fight.

The same is true in catering service. Waiters can treat the rudeness of a few guests with forbearance most of the time. After all, to be a service industry, you must have the professionalism to complete the basic service work. Attendants leave a good impression on the guests through communication and exchange, and collect opinions and suggestions from the guests' feedback. This is the ideal goal of xi he Yayuan for good service, and it is also the key point for continuous improvement and strengthening in daily work.

Deliberately create small troubles to cause topics

In fact, many waiters understand the importance of communication, but suffer from it.