The quality that a waiter should have, a waiter is a career that many people choose, and the quality of a waiter refers to the efforts or skills of a waiter to provide effective services to customers. The service quality of restaurant staff includes service consciousness and service attitude. Let's take a look at the qualities and related materials that a waiter should have.
The qualities a waiter should possess are 1 1, dignified and generous, and neat and clean in appearance.
The external image of restaurant waiters is very important. The waiter doesn't ask how beautiful it is, what matters is dignified and generous. This temperament comes from the love and confidence in service work, which can bring a pleasing feeling to customers.
The image of the waiter at work not only represents personal characteristics, but also represents the impression of the restaurant. Neat and clean clothing appearance can better show the youthful vitality of waiters and the professionalism of restaurant management. Therefore, the catering industry must pay attention to the neatness and cleanliness of employees' clothing.
2. Warm and sincere personality and friendly service attitude.
In addition to selling the food and drinks provided, restaurants also need to provide customers with high-quality services. Therefore, restaurant waiters should have the concept of "customer-oriented" and "customer". Friendly service attitude and affinity are necessary to serve customers, so as to narrow the distance between customers and waiters.
Restaurant waiters should be warm and sincere in their work, be able to receive every customer with a kind and natural smile and sincere attitude, always put themselves in the customer's shoes and let customers enjoy the atmosphere of being at home.
3. Good communication skills and professional sales skills.
Waiters in restaurants are people who have direct contact with customers in restaurants. Different customers have different consumption habits. For customers' questions and needs, waiters should put forward original opinions through flexible speaking methods and skills in order to convince customers and promote the smooth progress of service.
4, the corresponding knowledge quality, diligent and enterprising.
Restaurant waiters are not simple manual workers, they need to have corresponding knowledge and quality, and be diligent in learning. With the progress of society and the development of technology, restaurant waiters need to keep learning. We should not only learn catering professional knowledge and customer psychology knowledge, but also learn computer-related knowledge, some of which need to learn foreign languages.
5, the spirit of initiative and responsibility, tenacious perseverance that is not afraid of hardship.
Restaurant waiters need to take the initiative to be responsible and have a pair of keen eyes, rather than "turning a blind eye". As long as you see that the customer needs service, you should take the initiative to serve. A proactive service attitude is the embodiment of an excellent waiter's mental outlook.
Job responsibilities of waiters
1, pack up gfd, put on light makeup, arrive on time, don't be late, leave early, obey the leadership and command of the restaurant foreman, and finish the task seriously and quickly.
2. Know the number and time of dining before going to work, know whether the guests have other special requirements, and provide personalized service.
3. Before the formal dinner, according to the arrangement of the foreman, carefully clean the tables, chairs and dining room, lay the dining room, and prepare all kinds of supplies to ensure normal business use.
4. Stand at the appointed time, smile naturally on your face, and greet the guests with full spirit.
5. When the guests arrive, arrange the guests to sit in time, increase or decrease the seats according to the number of people, take the initiative to pull the chair (put the clothes first), and introduce the characteristics and business nature of our store.
6, service restaurant, please thank you at the beginning of the word, always use polite language and smile, ask for tea, pour tea, send towels to the guests in time, introduce the way to order, consult the guests' drinks and quote the price.
7. When delivering food, communicate with the guests, ask and answer questions, answer the guests politely if you don't understand, ask before answering if necessary, and beware of arrogance, impatience, impatience and trouble.
8. Pay attention to all the conditions of guests and restaurants at any time when dining, so as to achieve better cooperative service and satisfy guests with convenient and high-quality service.
9. Be sure to use a tray when operating to avoid spilling tea and vegetable juice. You should arrive at the service meal with a voice to avoid conflict with the guests. If you make a mistake at work, you should apologize to the guests immediately.
The quality of being a waiter II. Master service skills. Providing high-quality service to users quickly and accurately is the basic quality that an excellent service personnel should have. Whether it's business skills or various products, you should memorize them and answer them like a stream.
Second, strictly implement service standards. Welcome users with a smile, and use civilized expressions, such as "Hello", "What business do you need" and "Please walk slowly". Treat users with patience and care, and win the trust of users with standardized services.
Third, understand the needs of customers. We should be good at observation and communication, analyze and understand the needs of different users, and provide intimate and assured services for users.
Fourth, we must have an optimistic and inclusive attitude. Customer service personnel should have an optimistic and tolerant attitude, always maintain a happy mood at work, and occasionally encounter unexpected situations. We must adjust our mentality with the service principle of "the customer is always right" and resolve the bad feelings of customers with a broad and inclusive heart.
What qualities should a waiter have? What qualities should an excellent room attendant have?
1. Good conduct and professional ethics.
Due to the characteristics of their posts, housekeeping staff, especially floor attendants, often go in and out of guests' rooms and have access to their luggage, including some valuable money and things. If you don't have good moral character, you will have evil thoughts when you see money, and you will steal guests' property by taking advantage of your work, which will bring immeasurable losses to the image and reputation of the hotel.
2. Good working attitude, down-to-earth and earnest, able to bear hardships and stand hard work.
The main work of housekeeping department is cleaning and sanitation, such as room hygiene, public hygiene, laundry and linen, etc. Therefore, the staff working in the housekeeping department must be not afraid of dirt, work hard and have the spirit of hardship.
3. Have a strong sense of health and service.
Because the main job of housekeeping department is cleaning and sanitation, in order to do this job well, waiters must have a strong sense of hygiene and service, otherwise they will not be able to do this job well and provide satisfactory services to guests.
4, master the basic knowledge of facilities and equipment maintenance.
Generally, hotel rooms have many facilities, such as various lamps, air conditioners, carpets, curtains, stereos, televisions, desks and so on. Although according to hotel regulations, these facilities should be the responsibility of hotel engineers, but the daily maintenance work should be the responsibility of housekeeping department.
Attendants in the housekeeping department must take advantage of the opportunity to clean the rooms every day and do a good job in maintaining these facilities. And some minor maintenance items, such as changing fuses, changing power sockets, changing light bulbs, etc. , generally handled by the housekeeping department. It can be seen that the waiter in housekeeping department should have certain knowledge of equipment and facilities maintenance.
5. Have a certain level of foreign language.
When receiving foreign guests, the waiter should be able to provide services to the guests in appropriate intermediary language. Otherwise, once you meet a guest from abroad, the room service staff can't provide services in interlanguage, or even make some jokes, which will affect the service quality and seriously affect the image of the hotel in the eyes of the guests.