How to make restaurant employees professional
The professional image of the staff is the competitiveness of the enterprise, especially in the restaurant industry, so how to make restaurant employees professional? Here to learn to learn!
First, laugh out our professionalism
We say that the smile is the most beautiful language of the restaurant service, as an expert said, there is no smile in the restaurant is like a garden without flowers as bleak. It also reflects the enthusiasm and concern for customers, is a manifestation of love, thus reflecting our professionalism through our a smiling face. What is the smile service? That is, service personnel in the process of serving guests, in the facial expression to give people a pleasant, sincere, natural, enthusiastic performance. Smile service founder of the United States hotel king Mr. Hilton often asked his staff:? Today you smile? Then ask ourselves? Our enterprise employees smile every day? What is the standard of our enterprise smile? Managers and whether the daily training staff smile? If not at all, how to talk about smile out of professionalism? Is it all based on the manager's mouth? More? Magic? Managers in the hall do not move a hand behind the back of the face to the staff said: you have to smile ah, Zhang how not to smile ah! Their own fierce and let others smile, we think about this and how to talk about the smile service, how to talk about sincere hospitality, how to talk about the smile out of the professionalism ah? We want employees to smile out of sincerity, smile out of enthusiasm, smile out of nature, it must be within the enterprise to establish our smile standard, and strengthen the practice, so that employees form the habit, from the heart, look at the smile of an enterprise standard:
1, the smile is a kind of heartfelt, subtle, exquisite smile.
2, to be mentally focused, natural and relaxed.
3, not allowed to smile, not allowed to look left and right.
4. Ask yourself every day, did I smile today?
5, the basic expression of the smile: facial muscles relaxed, natural, pursed lips, two sides of the mouth gently closed, smile eight teeth.
6. Practice smiling in front of the mirror for 20 minutes every day.
Only such a standard our employees will understand, how to smile, how to practice, in addition to the requirements of our managers and supervision, employees adhere to long-term, form habits, in order to really do smile professionalism. We can't be sure that we'll be able to do that, but we'll be able to do it in a way that will make us feel good about ourselves and the way we feel about ourselves.
Second, say our professionalism
The language expression of the staff directly affects the image of the enterprise and the sale of products, we say that a word to make people laugh, a word to make people jump, if our enterprise staff. Language does not establish standards, and even no conscious language training for employees, that many customers will be hurt by the language of our employees and go? Such as: ? Mr. 250, I'll tie you up, just you alone, want more rice? These words have been not straight once hurt customers. We can only establish a set of language standards of their own enterprises, in order to make the staff say professionalism, that ask yourself, what is the language standards of our enterprises? Or have established a set of service language process? Let's refer to a business language standards:
1, must speak Mandarin.
2, must use polite language, full use of 14 words: ? You, please, thank you, hello, goodbye, sorry, never mind?
3, restaurant service to do the ? Five? : Customers entering the store have? Welcome? , customer inquiries have? Answer? and customers who help out. Thank you? and apologize for poor service. Apologize? and customers leaving the store. Send sound?
4, daily polite language:
Greeting language. Requirements: speak kindly, politely treat people, warm greetings, talk freely.
(1) Hello!
(2) Your morning!
(3) Good morning.
(4) Please.
(5) Please.
(6)Please sit down
(7)Please wait.
(8)Please excuse me
(9)Please walk.
(10)Please take care.
(11)Please take care.
(12)Please teach me.
(13) That's okay.
(14) I'm sorry.
(15) Never mind.
(16) You're welcome.
(17) What is your name?
(18)I'm sorry to bother you.
(19)Thank you.
(20)Good evening.
(21) Good night.
(22) Goodbye.
(23)Welcome again.
Calling terms. Requirements; welcome with a smile, friendly address, generous, home away from home.
(1) Mr.
(2) Madam.
(3) Mrs..
(4) Miss.
(5) Manager.
(6) Minister.
(7) Director.
(8) Director.
(9) Section Chief.
The terminology of the response to the inquiry. Requirements: warm and courteous, conscientious and responsible, listen carefully and solve the customer's difficulties.
(1) What is your business?
(2) What can I do for you?
(3) Is there anything else you need?
(4) Does this bother you?
(5) Do you need it?
(6) Do you like it?
(7) Can you?
(8) Please speak slowly.
(9) Could you repeat that, please?
(10) Yes.
(11) Yes.
(12)I see
(13)That's what I should do.
(14) I'll get right on it.
(15) No, it's no trouble at all.
(16) Thank you very much!
(17) Thank you for your kindness.
Apologize. Requirements: sincere attitude, gentle language, listening with an open mind, seeking understanding.
(1) I am really sorry.
(2) This is my fault.
(3) I'm sorry to bother you.
(4) I was sloppy in my work and I will correct it.
(5) This is entirely my fault at work.
(6) I'm sorry to have put you through this.
(7) I'm very sorry, I was wrong just now.
(8) I hope you can understand what I just said.
(9) I apologize for my mistake.
(10) I apologize for making you unhappy by speaking inappropriately.
(11) I'm not sure about this, I'll let you know when I ask.
(12) Your comments are very good, we will certainly adopt to improve our work.
5, the restaurant daily service language
(1) Welcome, may I ask how many?
(2) Please go this way.
(3) Please follow me, please sit down.
(4)Please wait a moment, I will arrange for you right away.
(5) Please take a look at the menu.
(6) Can I order now?
(7) I'm sorry, this dish is just sold out. The first thing you need to do is to get your hands on a new dish, and then you can order it.
(8) Please taste the specialties of today?
(9)What do you drink?
(10) This dish takes half an hour to process, can you wait a little longer?
(11)Would you like to be served now?
(12)Excuse me, please make way.
(13)Sorry to keep you waiting.
(14)Can I get you anything else?
(15) Are you satisfied with your meal?
(16)Can I get the check now?
(17)Do you have the right amount of money?
(18)You have the right amount of money.
(19)***? dollars, please. dollars, thank you.
(20)Would you please sign the bill?
(21)You are welcome to come back often.
(22) Thank you, please go.
Third, wear our professional
Uniformity of service dress, is the most direct embodiment of the professionalism of the enterprise staff, but also on behalf of the culture and characteristics of the enterprise, and what are the dress code standards of their respective enterprises? We have no unified requirements and set standards? Look at these dress code standards you business have, we also only establish these standards, corporate employees can really wear out the professional, dress code reference:
Female employees:
(1) hair to comb neatly, no dandruff, long hair must be dished up, can not disc strange hairstyle.
(2) Light makeup, no heavy makeup or spray perfume with irritating odor.
(3) Clothes buttons should be complete, color, shape must be coordinated.
(4) Work tags should be worn to the left chest, and must be worn neatly.
(5) Work clothes should be clean, neat, brightly colored and free of other decorations.
(6) Ornaments are only allowed to wear engagement rings and watches.
(7) Nails should not be too long and nail polish is not allowed.
(8) Flesh-colored stockings should be worn, no mutilations or tears.
(9) Wear black cloth shoes with flat soles, no rubber shoes under any circumstances.
Male employees:
(1) Hair should be neatly combed, no dandruff, and short hair.
(2) Teeth should be clean and breath should be fresh.
(3) No beard, shaved.
(4) Work clothes should be clean, neat, brightly colored and free of other decorations.
(5) Work tags should be worn neatly on the left chest.
(6) Clothing buttons should be complete, and the color and shape should be coordinated.
(7) Fingernails should not be too long, should be cut often, and should be kept clean.
(8) The length of work pants should be moderate, and no òlegsó are allowed at any time.
(9) Wear shoes and socks designated by the company.
Fourth, out of our professionalism
The last step in the shaping of the image of employee professionalism is the last step of the curve is the standard requirements for staff behavior and movement, employees how to get out of the professionalism, in fact, including the staff's posture, gesture standards and lead position standards, these standard requirements, it seems simple, in fact, very much affects the staff's image problems, we also Often see the staff's physical posture of a variety of, did not form a beautiful unity, then how do we get out of professionalism? Whether the respective enterprises have established these standards? Let us refer to some of the following behavioral standards:
Standing standards:
1, female waitresses standing body to be upright, chest up, stomach, eyes looking forward, mouth slightly closed, with a smile, arms naturally down or crossed in front of the body, feet to be?
2.
2, male waiters stand, feet naturally apart, shoulder width, knees tight, hands naturally hanging back, not too high, generally at the waist.
3, the hands can not be forked at the waist, can not be held in front of the chest, can not be stretched to the coat pocket, can not be inserted into the sleeve.
4, the body can not be standing on the side of the body, can not rely on any object, do not shrug the shoulders crooked brain, shoulders should be straight, to be one step away from the object behind the post, can not sit on the table or the back of the chair, not to stand on one foot.
5, standing should pay attention to the cooperation with colleagues around, to be full of spirit, natural expression, can not be dull, absent-minded. To do? Eyes on six roads, ears in all directions?
Gesture standard
To use the right hand gesture, five fingers naturally together, palm up, small arm and big arm at the same time from the lower outstretched, with the shoulder at the same height, the arm must be straight to hit the flat, can not be bent in front of the chest.
Walking standard
1, walking body weight forward 3 degrees or 5 degrees, to head up chest, shoulder relaxation, straight upper body, look forward, smile, arm straight relaxation, natural fingers slightly bent and swing back and forth, swing range of about 35 centimeters, the arms open no more than 30 degrees.
2, step speed should be moderate, male waiters step speed of 110 steps / minute, female waiters step speed of 120 steps / minute; step width, male waiters about 40 centimeters, female waiters about 35 centimeters.
3, are not allowed to grab the line with the guests, not to walk through the middle of the guests, such as must walk through to politely say a:? Please give way? or? Excuse me, thank you?
4, are not allowed to walk in rows, picking shoulders, pulling hands around the waist, walking and talking, laughing and humming, whistling, snapping fingers or drinking, eating and so on.
5, in the aisle, to walk on one side, such as guests to yield first, or greetings over.
Leads the standard
1. Welcome to see the guests to greet first, and then politely ask the guests whether the booking, and its number, unit, table number, room number, other requirements.
2. After asking the guests about the above matters, begin to lead the guests, with the right hand to the guests, while the guests said: "Please follow me? Please follow me? or? This way, please.
3. lead, to walk in front of the guests right, about 1.5 meters away from the guests, the speed can not be too fast, to pay attention to the guests walking situation, while walking and reminding the guests to pay attention to the turn or the introduction of the restaurant's special hot pot and so on.
4. A larger number of guests should be led to the side that does not excessively affect the other, preferably by the inside position.
5. Talking about business guests arranged to a quieter location or private room.
6. Guests with children should be arranged according to the size of the child appropriate location.
7. Love guests should be arranged in a quiet and bright location, preferably by the window.
8. Dress fashionable, gorgeous guests arranged in the restaurant's more prominent center position.
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