with the rapid development of the catering market, consumers' demand for restaurant services is constantly changing, and the demand for personalized service has been highlighted, which reflects the service quality of an enterprise to a great extent.

first of all, personalized service is the need of competition. Some large catering enterprises have taken personalized service as an important means to improve service quality. Guests also pursue novelty, uniqueness and strangeness in their service work, and they must focus on their differences in personality. If they can't grasp the needs of guests, they won't patronize again. Secondly, personalized service is the need of social development and the improvement of consumer demand. The emergence of buyer's market makes the previous mechanical service mode no longer meet the needs of customers. Then there is the need of modern spiritual civilization and inheriting our traditional food culture.

the personalized service we are talking about here is customer-oriented, and different service methods are adopted for different guests according to their levels and needs. Including the requirements of dining environment, consumption grade, variety of dishes, taste and texture of dishes, dietary taboos and service terms. The specific content is that guests choose seats after entering the store; Whether you want tea or what tea you want after you sit down; Do you need the help of the waiter to order? What are the requirements for the speed of serving? Whether it is required to pour wine and cloth dishes; Handling of doubts about dishes; Whether the remaining dishes in the plate are required to be removed or poured into a small plate; Timing of replacing soup bowls, cloth dishes; The way of checkout and payment, the handling of unexpected accidents during the meal, etc., the waiter's speech and behavior can reflect personalized service. In a word, on the basis of standardized service, we should aim at the differences of guests' personalities and meet the needs of guests to the greatest extent.

Therefore, strengthening employees' awareness of personalized service has become an important issue for operators. Then, how to improve the level of personalized service of waiters and make personalized service play an important role in business activities? The author suggests that the work should be carried out from the following aspects:

First, enterprise services should be positioned at a high starting point. We should arrange high-quality service personnel according to the scale of the enterprise, strictly implement the practical service specifications of the enterprise in the service work, have strict standards for each service detail, and run personalized service throughout the whole service process. However, the content of personalized service can't be found in textbooks, and it is gradually summarized from a large number of examples of customer feedback in work practice according to the operating characteristics of this enterprise. In the implementation of personalized service, operators are required to be organized, planned, implemented, inspected and summarized, and cannot become a mere formality, so that personalized service can develop healthily.

second, study the consumption psychology of guests with great concentration. The key to personalized service is to understand the different needs of different guests during the meal.

third, strengthen the service awareness of employees. While improving the quality of employees in an all-round way, let employees realize the important role of their jobs in enterprise management, and know why operators often say, "If you smash the job of an enterprise, the enterprise will smash your job." Strengthening service awareness is not limited to waiters. All employees should realize that polite hospitality is the core of catering service and an important factor to win customers. Service personnel should do a good job in service, learn to observe and analyze guests, and understand their preferences and taboos to meet the needs of guests' consciousness.

fourth, improve flexible service skills. Attendants are required not only to master various service skills, but also to master various etiquette flexibly according to the needs of different guests, such as greeting etiquette, addressing etiquette, welcoming etiquette, instrument etiquette and so on.

5. The equipment and facilities of the enterprise should be conducive to the needs of different dining guests.

Some enterprises with good personalized service set up guest dining files with microcomputers, and recorded the guest's identity, gender, age, dining taste characteristics, birthdays and so on in detail. Others set up frequent visitor registration forms, recorded the characteristics of guests' dining needs, and worked out preferential discount methods. When the enterprise has new initiatives in business or contacts the guests in time on their birthdays, sends them blessings, and informs them of the gifts prepared for them and the information about the new dishes added by the enterprise, it will bring better economic and social benefits to the enterprise.