Trial job for 3 days, one hour a day. The store manager used these 3 days to decide whether or not to hire me.
During the trial period, I was assigned to work in the lobby. I was assigned to work in the lobby, where I had to clean up the trash left behind by the customers and keep the lobby clean, and I had to take care of the restroom at the same time. The toilet is only a small place, so it's easy to mop it up. However, at the peak of the dining season, I often finish mopping just before the floor is finished, and before the floor is dry, there are 3 or 4 customers using the toilet in succession, and the floor is in a mess. In my hands and feet at the time, only to see the hall of the aunt, action horsepower, always in the first time to do all the work. The speed of the fast let me admire.
Some people would say that it is indeed hard work at the peak of the meal. But when you get to the low peak it's easy, right? That's what I thought at first. The restaurant I interviewed for is located in a residential neighborhood, which is not comparable to the downtown business. After dinner time, the restaurant's business will obviously slow down. In the low peak hours, the hall trays are put away, the toilet floor is mopped, the sink has been wiped spotless, there seems to be nothing more to do, but you can't just stand there with your hands hanging down. So rushed to ask the aunt - you can clean the glass. Especially the glass on the door, when guests come in and out, their hands will touch the glass, and the glass will be easily spent. There are some scattered pieces of food on the floor of the hall see? Sweep the floor. Those footprints on the floor should also be mopped up promptly. Trash should be pressed with a pressure-guide rod often. If the trash is more than 3/4 of the way down the trash can after pressing it be prepared to get a new trash bag. Collected trays should be wiped with disinfectant water, disinfected, and then delivered to the counter to ensure that the counter trays are the number of trays. The box that holds the straws should be inspected regularly and replenished if there are not enough straws. Check the perimeter of the restaurant regularly. If there are cigarette butts, leaves, and confetti, sweep them up in time to keep the outside of the restaurant clean. When there are not many people, you can also mop the floor of the periphery.
It turns out there are so many things to do! And I thought things were done, even a little bit of doing nothing, real blush. Learning how to spot things and actively do things that seem small but are necessary was the first lesson I learned.
The 3-day trial period passed quickly, and through my efforts, the store manager was quite satisfied with my performance, informing me that I could enter the scheduling class and officially go to work to receive training after completing my health card and bank card.
I was officially accepted!
Accepting the training
Soon, after completing the relevant documents, I started to work formally, accepting the training tasks arranged by the store for me.
Cooking French fries
The first time I came to work in the catering industry, everything was new to me, and I had to learn from the very basics.
The first item in the training was French fries. First of all, I memorized the theoretical knowledge about the operation of French fries. From the weight of a bag of fries to the number of grams of fries presented to the customer in large, medium and small portions; from the standard temperature of the oil used to cook the fries to the freshness of the fries, and so on. After the theoretical knowledge comes the practical operation. Under the guidance of the master, I soon learned everything I needed to learn, and the next step was to become proficient.
My job was to deliver the fries according to the specifications that the cashiers needed. It seemed simple, but in practice I ran into a big problem. At that time, it was the peak of the meal, and those two days advantage fries buy one get one free coupon use time, come to buy fries customers are endless. As I was explaining, the master drained the oil from the oil tank to let me know the correct position of the frying oil, resulting in insufficient oil temperature. With such a high demand, I couldn't serve the fries in time. When three or four cashiers reported their food to me at the same time, I was practically screaming for help. Luckily, the chef was able to help in time, and only then was the supply back to normal.
I told you that fruit tree fries should be fried first and then nicked, did you do it? When you see that there are not enough fries, you have to fry them down immediately. If you wait until the fries are all sold out before you fry them, what are you going to sell to customers in those 2 minutes and 45 seconds?
At peak times, you can load 2 packages of small potatoes and 2 packages of medium potatoes on the fries rack, ready to go, and then give them to the counter quickly when they ask for them, right? It's important to move fast!
Why can't I hear you communicating with other employees? You don't have enough fries here, then you should tell your counter partner right away, "no promo on fries". Likewise if there are more fries, you should say to the counter partner, "fries are delicious". Let them know that the fries need to be promoted. Promoting the product within its freshness time reduces scrap and saves money.
The master's teachings let me know how to better operate in the french fries bit, pay attention to these points, so that I in the next few days of training to be able to calmly face a large number of customers to come to the peak moment, no longer fumbling.
First time at the counter
After I passed the fries training, it was time for me to train for my main job at KFC - cashiering.
The cashier is the employee who has direct contact with customers and is bound to have contact with them. It can be said that the image left by the restaurant to the customer is good or bad, a large part of the cashier's service quality to determine. So the cashier's requirements are very high. Each of these cashiers can be like a few micro arrival and skillful use of KFC's "cashier seven steps". The content includes:
1. welcome customers to visit
2. customer ordering
3. suggestive selling
4. repeat the content of the order and inform the customer of the amount of the meal
5. meal
6. repeat the content of the order, cashier and change
7. present food and drink and thank you for the customer's visit
Once, I bought a meal for a customer and forgot to suggest the sale, the manager reminded: "Your suggested sales?" The manager reminded me, "Where's your suggested sale?" and I casually added a suggested meal to that customer. The result is that people naturally do not want.
The customer has already bought so many things, you then suggest that he buy a package, do you think it will be successful? Isn't this kind of suggested sales equal to nothing? In a situation like the one just described you could suggest desserts and side dishes like egg tarts and corn salad. Suggestive selling should be effective, do not talk nonsense without thinking.
After the customer left, the manager told me so.
The restaurant arranged for me to conduct training for only two or three days, and when the time came, I was faced with the assessment, which was the independent cashier. So I cherish every opportunity to go on the counter, facing every business to remind themselves to the most standard service to complete. Through the practice time and again, the nervousness slowly left me. Gradually, in the face of customers, I was able to naturally introduce products, fluent meal orders and skillfully complete the "seven steps of the cash register"
Become a qualified employee
While I have already passed the examination and become a formal employee, the gap between me and other cashiers is still very large, but I have only practiced through the short period of training time. I'm not sure how much I can do. In the future work time, I from all aspects to improve their professional level.
l Enhance the speed
As we all know, KFC is a fast food, emphasizing speed is an important feature. As a waiter in a restaurant, providing the fastest service to customers has been emphasized repeatedly since the first day of work.
In KFC, the word "fast" is no longer a rough qualitative word, but has been given a definite quantitative standard - customers should be greeted within 5 seconds of entering; the meal preparation for each customer should be completed within 1 minute; each customer should queue up to purchase a meal within 1 minute. to purchase a meal should all take less than 5 minutes. These clear numbers signal that once in uniform and at the counter, all actions must be swift and without delay.
Standing on a counter with other cashiers, others have already received three or four customers, while you have not even ended up with a business of a few dozen dollars. This gap can never be explained by "newcomers".
So increasing speed is the first important issue I face. The increase in speed can be obtained by cashiering over and over again, but at the same time, the attention of the mind is more important. Only when the mind is highly concentrated, the muscles of the whole body are tensed, and all parts of the body are coordinated and cooperative, can we keep up with the other cashiers during the peak hours.
Once there was a short period of time, I thought my speed has been very fast, but when once witnessed the store manager cashier, the speed of food distribution, I realize that the real rapidity is what the standard, and even the customers can not help but praise: "KFC's speed is really fast ah!"
Improving speed - a long way to go, I will always struggle for this.
l Challenge a thousand times
"A thousand times" is a term that is often mentioned at the counter. A "thousand times" is the number of servings of a product that are purchased by 1,000 customers. For a variety of reasons, KFC has a requirement to sell a certain product at a certain time, and each restaurant's performance against that requirement is reflected in the "1,000s".
For example, KFC is always introducing new varieties to enrich its product range. After investing a lot of manpower, material and financial resources in research and development, publicity, the company naturally hopes that the "new product is accepted by the market? How are consumers' favorites?" These questions can have a good answer. The thousandth time has become an important indicator to answer these questions.
How can we increase the number of thousand times to meet the company's expectations? In addition to advertising on TV, POP hanging in the restaurant, and other promotional tools to increase customer awareness and desire to buy the new product, the guidance of the cashier is an important factor in determining the thousand times.
My master once said, as a counter cashier, you do not just stand on the counter to listen to the customer to buy something to sell him what, but to guide the customer to buy what you want to sell.
At first, when I heard him say this, I was a bit unconvinced - there is no such thing as a good thing! But then the facts could not help but convince me. What impresses me most is that in one of the training sessions, a young lady wanted to buy two Portuguese egg tarts, and my master casually said, "Our egg tarts are now buy five get one free, do you want to bring two more?" What seemed like an offhand remark turned out to be a wide-eyed surprise for me. The lady said cheerfully, "Okay then, just give me a box."
In this way, the master made the business of two egg tarts -- 8 dollars -- into a box of six egg tarts -- 20 dollars. Not only did the restaurant's silver sales go up, the items to be promoted were sold, and the thousand times went up quite a bit with it.
If speed is just a process of proficiency, surely it will go from rudimentary to skillful through one hundred and two hundred repetitions. But suggestive selling is something that requires a lot of brain power. In what situation to suggest what products; face what customers with what kind of tone and method of suggestion are needed to learn and feel. Skillful cashier, want to sell what can sell what, what products in the restaurant need to promote, even if it is usually the lowest rate of ordering products, he can be sold out. These skills are not learned from books, but in the process of practice their own common sense, summarized. The same sentence is often said at different times, or even just a slightly different tone, the results will be very different.
Remember in the sale of meatballs, the company put forward a thousand times the requirement is 450, through our counter staff's efforts, coupled with the meatballs of this product flavor is really good, many customers like to eat, that day, our bone meatballs of a thousand times even once soared to more than 2,000. Spurred on by such good news, every employee was energized.
September 12 is also the near future, KFC in this year launched the only long-term main meal category of the new product - Haoba crispy chicken cutlet will be launched. With this is a new round of thousands of times the war, and I firmly believe that I will be more and more familiar with the sales skills to meet the challenge.
l Encounter CHAMPS
KFC global promotion of the "CHAMPS" Champion Program is one of the main essence of KFC's successful performance.
M?Maintenance?Maintain excellent equipment;
P?Product Quality?Insist on high quality and stable products;
S?Speed?Pay attention to fast and quick service.
Every month, the company scores restaurants on the state of their CHAMPS. Therefore, the inspector is also known as CHAMPS, and he also has a Chinese name - mystery shopper. This is because the inspector comes to the restaurant as a customer. The staff and even the management team don't know who he is or
when he comes. He will come to the restaurant as a customer to buy a one-point meal and sit for a while, thus giving the restaurant a CHAMPS score.
The store manager's score requirement for CHAMPS is 100. This requirement is very strict. But on the other hand there is nothing wrong with making such a demand because CHAMPS checks the very basic requirements of the staff. If points are deducted, the restaurant's service is substandard.
Based on the unpredictable nature of CHAMPS inspections, all employees, including managers, are very wary of CHAMPS until the scores for the month are available.
CHAMPS inspected our restaurant in early July, and the score was good - 100. In the following working hours, without the "threat" of CHAMPS, everyone relaxed a lot. However, near the end of the month, the management team received another score from CHAMPS and was deducted points. The reason was that the cashier had undercharged the customer by 2.5 dollars when making change.
Luckily, I didn't run into CHAMPS - that was my first reflection upon learning the news. I believe that as a cashier in KFC, most people think the same way as I do - God forbid, don't run into CHAMPS. if you are not careful, which part of the process is wrong and get deducted points, not only will you be scolded by the management team, but also you must feel very guilty, because everyone's one month's hard work will be greatly reduced.
But a manager's words made me reflect on my previous thoughts. "CHAMPS is all about opportunities, don't you just take him every time?"
There's a saying that I've been hearing from people since I was a kid - opportunity always favors the prepared.
CHAMPS was docked points not because the inspectors were being deliberately difficult, but because we were having operational problems here or there and not following the standards. It's true that a five- or six-hour shift, or even an eight-hour shift, can be very tiring. However, this is not a reason for CHAMPS to be deducted points. As long as one wears this to get rich, one should carry out every operation with a serious and responsible attitude and strive for perfection. The fear of CHAMPS is only because there are times of laziness and slackness. Everyone aspires to success, there are countless opportunities for success around us, can not seize lies in whether it is ready, and always ready.
Focus on teamwork
A restaurant in operation during the counter, general training, hall, kitchen multiple areas are operating at the same time. More than a dozen employees work together, we are a team, for the operation of the restaurant **** the same effort. So communication and collaboration between employees is very important.
"Chief pairing partner, not too many hot wings left." "Roger, thanks."
"Kitchen partner, add 18 legs." "Copy that, thanks."
"Counter, egg tart delicious." "Copy that, thanks."
Simple communications like these are repeated many times a day, but they are the cornerstone of a well-functioning restaurant. If you don't communicate, you can't do it alone, and you can't do it in a group, and it can even affect the whole group.
There is an area of the KFC counter known as the "Golden Triangle," where the cashier, the caterer and the fries are located. The Golden Triangle is a perfect example of teamwork, working together when a customer purchases a meal. It is rare to see a KFC counter with only one cashier. The reason for this is that we are a team, and at all times the team members collaborate with each other. When the other cashier is selling something and I happen to be empty, I will immediately help him with his food and increase his speed. Similarly, when I am selling something, others will come and help me. The spirit of collaboration makes us a better working environment for others and also for ourselves.
Quality of food
For a restaurant, the taste of the food is one of the most important concerns of customers. KFC naturally has strict requirements for food. Whether it is the temperature of the oven, the frying oil or the shelf life of the product, there are precise figures. For example, after a burger is ready, it is placed in the holding cabinet for 15 minutes, and if it is not sold beyond that time, the burger has to be scrapped and cannot be sold to customers.
Once I read a report, a reporter in a fast-food restaurant secretly record, restaurant waiters in a burger a **** with three signs of the end of the time of the time card, that is to say, the end of the burger time was extended for half an hour. A burger that has just been freshly baked definitely doesn't taste the same as a burger that has been sitting around for 45 minutes. To compromise on the quality of the product in order to save costs is definitely the most unwise thing to do.
As cashiers, we are the final quality inspectors of KFC products. The products that pass through our hands and are sent to customers should be absolutely fresh, tasty and up to standard. Food scrapping time has arrived, the scrapping of the product should be notified immediately with the total scrapping, can not be sold to customers; hot wings, sucking fingers original flavor chicken coating powder is uniform, there is a bone phenomenon of the product is unqualified; brewed out of the cold, hot drinks whether the intensity of the normal and so on. In short, the food and beverage presented to customers should be 100% qualified products.
Faced with a delicious, tasty products, any gorgeous packaging, fancy advertising will be eclipsed. Because, only the quality of the product is the most powerful promotion