Six-character rule of catering service

Quality service is based on standardization and standardized service. After building this foundation, how can we further improve the service level and create our own differentiated competitive advantage? Quality service with personalization as the core? Below, I will share the six-character rule of catering waiter's work for you. Come and have a look!

Q

In the process of serving guests, we should ask the guests for information about dining, service and other needs in time, place, people and things, so as to provide relevant services.

1. Before dinner, ask the reservation person about the dining information and requirements, the leader and identity of the banquet, the nature of the banquet, special requirements, etc. (internal)

2. Ask the guests themselves or their colleagues about their service needs and special requirements in an appropriate way and language.

3. During the meal, you should ask questions about the old customers' information cards in time, for example, ask the guests in a caring tone? Director Li, have you recovered from your cold recently? And other related service languages.

4. After a meal, ask the guests for comments and suggestions about eating. Ask if the remaining dishes are packaged.

Thinking

is mainly to comprehensively look, listen and ask the information obtained at three points, to think and analyze, to understand and judge the potential needs of the guests, and to strive to think about what the guests think, to worry about what the guests are anxious, and to provide the guests with the golden key service with great value.

Push

After collecting information through the above steps, integrate the collected information resources and speculate on its potential demand.

1. Guess the potential needs of the guests.

By observing, listening, asking and thinking, infer the potential needs of the guests. For example, if the guests don't know the route, they should infer the needs of the guests to look at the map, and then provide and inform the route and indicate the location; Guests drink a lot, and when others make a toast, it should be inferred that the guests have the potential demand of being provided with fake wine service or measures to solve the problem.

use

to transform the integrated information into service actions for implementation, so as to truly create satisfaction with sincerity and provide customers with the golden key service of satisfaction, surprise and emotion.

1. According to the previous steps, the service personnel infer the different consumption levels and needs of the guests, and recommend different grades of dishes, drinks, tobacco and beverages.

2. The key is to provide personalized, subtle and intimate golden key services for guests by using integrated information resources and fully combining relevant knowledge such as the provision of characteristic service specifications.

Look

means to observe carefully at all times during the service process, pay attention to the guests' expressions and actions, and meet the needs in time when found.

(1) Look before meals:

1. Know the type of guests, the number of tables, the importance and so on, and provide corresponding services.

2. Look at the fixed information of the meal and provide personalized service.

(2) Look at the meal:

1. Look at the guest's appearance, learn the guest's age, nationality and gender, identify the guest's type (new, old, important and ordinary), check the fixed information card in time, supplement and improve the information card operation list, and provide corresponding services.

2. Look at the guest's physical condition, find out whether there are any diseases or defects, and provide tips or necessary help in time.

3. Look at the guest's expression, know the guest's mood, and pay attention to the language used in service. If the guest drinks too much, provide tips.

4. Look at the guests' clothes, to some extent, we can understand the consumption level of the guests and provide corresponding dishes and drinks.

5. Look at the guest's movements, and see if the guest provides corresponding services with cakes, luggage, materials, kettles, cooked food, etc.

6. Look at the object of the guests' banquet and learn the nature of the guests' banquet, so as to recommend dishes and drinks.

7. Look at the dining table, ashtray, bone plate, wine glass and water cup, and arrange, replace or add them in time.

(3) Look after the meal:

1. Remind the guests in time if they have any left-behind items, leftover drinks and tobacco, and do a good job of assistance.

Listening

means listening carefully to the conversation or useful voice signals of the guests, finding out the needs and meeting them.

1. Listen to the important information given by the reservation person before meals, and listen to the information provided by the sales department or other relevant departments in order to arrange the dishes, drinks, personal special preferences, taboos and other habits of the guests.

2. By listening to the information of the guests' conversation during the meal, you can learn about the guests' family situation, birthday, mood, preferences, physical condition, leaders' job changes, recent activities, evaluation of dishes, hotels and services, etc., and include them in the information card or report them to the leaders in time.

3. Listen to the accent and voice of the guests, and provide relevant dishes, living habits, folk customs, drinks and personalized and subtle services.

4. Listen to the guests' whereabouts after meals so as to see them off or inform relevant departments to make preparations for seeing them off. ;