Through the comprehensive analysis of various service cases, which reflects the general needs of the guests of the service, is still the implementation of the "standardized" service, for the possible existence of the guests of the personalized needs of the personalized service to form a personalized service plan, personalized service can be more service personnel to master, and thus make the personalized service more comprehensive, more in place. The personalized service can be mastered by more service personnel, so as to make the personalized service more comprehensive and in place.

Personalized service, reduce the difficulty of personalized service, increase its feasibility.

Personalized service is the need for competition. Some large-scale catering enterprises have personalized service as an important means of improving service quality. Guests of the service work requirements of the same pursuit of new, special, strange, in the service work must be based on the differences in the character of the guests, to seize the needs of the guests, to keep the guests. Therefore, the requirements of the catering department manager must have the ability to personalized marketing related.

Capability of one: customer data management capabilities

Practice has proved that high-quality customer data management capabilities is the Ministry of Food and Beverage to take the differentiated marketing, to differentiate between different customers to ensure. The establishment of customer data management capabilities often requires years of accumulation, planned and strategic collection and enrichment of customer data, sometimes need to collect third-party data sources from the outside, and internal data integration and refinement, the establishment of a high-quality customer information base, and in the source level management and maintenance of the customer market quality to provide important parameters and safeguards.

Capability 2: Customer analysis capability

Simply put, customer analysis capability is the ability to transform customer information into customer knowledge and promote knowledge ****sharing within the organization.

Some companies have spared no expense in purchasing advanced statistical analysis tools such as SAS and SPSS, but while paying high annual service fees for analytical software, these analytical tools have not brought the expected benefits and results to the company. The main reason is that although the statistical tools through the customer classification, statistics and other information, but managers do not target their analysis and effective use. For example, the statistics show that 8% of the guests do not like to add sugar inside the chili, then the manager must specifically grasp the personal information of these 8% of the guests, and to pass this information to the service staff, so that the next time these guests dine again, you can be in the guests did not remind the premise of personalized service. Those statistics are meaningless if the company doesn't take the customer data and analyze it carefully and y and utilize it specifically.

Competency 3: The ability to facilitate customer interaction

Customer interaction is the ability to choose a way of interacting that benefits both the hotel and the customer. All service experience can be regarded as a performance, service personnel and the person to be served by each other only understand each other, have a tacit understanding, this performance can be successful. A failed waiter fails to capture the characteristics of the guest's needs, fails to provide them with targeted service, and fails to harmonize both the parties engaged in the service and those receiving the service. Therefore, in order to avoid this show will eventually become the waiter's one-man show, and the customer is always passive acceptance, and can not take the initiative to participate in it, it is necessary for the manager to be able to creatively design different consumer scenarios, consumer forms and business promotional activities, so that the sales of food and beverage products to increase the novelty and uniqueness of the attraction of the guide customers to actively participate in the enhancement of the consumer process of interactivity.