First, the division of the restaurant class
1, high-grade restaurant
High-grade restaurant mainly refers to the five-star hotels in the restaurant, the restaurant's construction and decoration requires a high investment, elegant restaurant environment, dining atmosphere, luxury, the menu, food and beverage production of fine, rigorous and formal service requirements, the product of the price is expensive. Five-star hotels include more types of restaurants, such as Chinese restaurants, Western restaurants, flavor restaurants.
2, medium and high-end restaurants
Middle and high-end restaurants, the dining environment is more sophisticated, menu varieties, dishes require a high level of culinary skills, comprehensive services, high prices.
3, low-grade restaurant
Low- and medium-grade restaurant building and decoration is more common, the menu design is also more simple, the dishes generally do not need to be fine production, only to provide a simple table service.
4, snack bar
Snack bar dining environment is simple, simple service, more dependent on the customer's self-service, the restaurant's menu has fewer varieties, simple workmanship, cheap products.
5, small take-away store
Small take-away store its English name: "Take-away", therefore, this restaurant does not provide on-site meal service, but the food will be cooked, served in a lunch box to customers sales, the restaurant does not need to be dining area and restaurant attendants.
A different class of restaurant guests demand analysis
In different classes of restaurant guests, the needs of the different needs to be obtained. The following two aspects of the material needs and spiritual needs of different classes of restaurant guests are analyzed.
(a) different grades of restaurant guests material needs analysis
1, upscale restaurant guests of the material needs
Come to upscale restaurant guests, they want to enjoy the first-class food on the one hand, on the other hand, but also to enjoy the first-class environment. They generally do not care about the price of food, but the pursuit of food quality. They require that the food production, and there is a certain "name", the so-called "name" means or a country's specialty or a regional specialty. They demand that the ingredients be authentic, from the country of origin, not from substitutes. They demand that the chef's also be authentic, such as Japanese cuisine, which requires that it be made by a Japanese chef. If you are eating French steak, it is required to be made by a French chef. They have a higher demand for restaurant architecture and decoration, requiring the restaurant environment to be elegant and luxurious. Food and beverages should be fine and of high quality. For example, fruit juice to fresh fruit freshly squeezed out of juice, etc., rather than punch Ji.
2, the material needs of high-end restaurant guests
Come to the high-end restaurant guests, they want to enjoy the delicious on the one hand, on the other hand, they have to enjoy a better environment. They are generally less concerned about the price of food, but the quality of food has certain requirements. They require a good dining environment, menu varieties should be complete, the production of dishes requires a high level of cooking technology, there is a requirement for a more comprehensive service.
3, low-grade restaurant guests of the material needs
Come to the low-grade restaurant dining guests, they are not very high on the restaurant's architectural and décor requirements, the design of the menu is not too much to pay attention to the demand for food tends to be popular, so the production of the dishes do not require fine processing. However, these guests are more sensitive to the price of the restaurant, generally do not choose too expensive dishes.
4, snack bar guests of the material needs
Come to the snack bar dining guests, they do not care about whether the restaurant dishes produced fine, no more requirements for the finishing of the dishes, they care more about the price of the dishes and share,.
5, the material needs of small takeaway store guests
Come to the small takeaway store guests, their requirements for the restaurant is "fast", easy to get in and out of the restaurant, the food should be convenient to carry, the price can not be too expensive. They do not have high requirements for the environment of the restaurant, but the spring requirements of the takeaway store to have certain characteristics.
(B) different grades of restaurant guests spiritual needs analysis
1, upscale restaurant guests spiritual needs
Come to upscale restaurant dining guests, they enjoy first-class delicious in addition to the more important is that they want to reflect their social status, they want to show their guests in front of their own identity, have economic strength. They come to the upscale restaurant to dine in the enjoyment of the United taste at the same time, but also to enjoy the service here. They are very mindful of the service's attitude towards them, even a look may cause their displeasure. They are particularly demanding of the restaurant's service. They require every employee of the restaurant in contact with them to show their attention, they require the restaurant waiter image to be pleasing to the eye, the voice to be pleasing to the ear, the attitude to be pleasing to the heart.
2, medium and high-end restaurant guests spiritual needs
Come to the medium and high-end restaurant dining guests, they are very mindful of the degree of thoughtfulness of the restaurant's services, they require the restaurant's services to be subtle, the way the service should be formal, they are on the service behavior of the service staff requires a higher level of beautiful degree of restaurant tableware also have certain requirements. They require a more luxurious atmosphere in dining .
3, low-grade restaurant guests spiritual needs
Come to the low-grade restaurant dining guests, they have a certain degree of formalization of the service etiquette of the restaurant requirements, they have certain requirements for the behavior of the waiter, they want to get a better service, but do not want to pay a lower cost of food and drink.
4, snack bar guests spiritual needs
Come to the snack bar dining guests, they are not high on the restaurant's environment and service requirements, not too much restaurant dining environment is simple, the degree of standardization of services is not high.
5, small takeaway store guests spiritual needs
To small takeaway store guests, they only want to be able to get "to the sound of welcome, go to the sound of send-off" can be, but they are on the waiter's service action has certain requirements, such as the requirements of the action to be rapid, to pay attention to hygiene, to be smart and so on.
Third, the different grades of restaurant guests on the service etiquette needs to analyze the way
In the restaurant's services, how to make guests feel the enjoyment of the restaurant's high-quality service, the main whether it is in the spirit of the need to meet, if the guests in the spirit of the guests to get to satisfy the guests that the restaurant's quality of service is good, or else the restaurant will be considered service is not in place, the service quality is not good. Poor. Therefore, in addition to meet the material needs of guests, it is more important to meet the spiritual needs of guests, and to meet the spiritual needs of guests is to do a good job with targeted service etiquette. Here are different grades of restaurant guests on service etiquette needs to be analyzed.
1, upscale restaurant guests on the service etiquette needs analysis
Upscale restaurant guests are generally in the community has a certain status of the crowd, they have a certain degree of economic strength, in these people, but also to the majority of business guests. Upscale restaurants not only show their own status, but more importantly, reflects the overall scale and development trend of the company, while the restaurant's high-quality service to the two sides of a relaxed and happy atmosphere, the work of the development of business negotiations played a crucial role.
As mentioned earlier, to the upscale restaurant dining guests, in addition to enjoying first-class delicious, more importantly, they want to reflect their social status, they want to reflect their own value. They asked the restaurant every contact with their staff, to show their attention, and the requirements of the restaurant's waiter image to be pleasing to the eye, the voice to be pleasant to the ear, the attitude to be pleasing to the heart. Therefore, for such customers, the restaurant should provide service etiquette that can truly reflect their own value and social status. Specifically, the image of the waiter should be dignified and beautiful, when the guests visit the restaurant again, to be able to call out the name of the guests, which is to meet the guests to be valued the best embodiment of the psychological. Require the waiter's voice should be sweet, gentle, smile should be gentle, movement should be meticulous, to provide personalized etiquette service. To make every guest feel that every service item of the waiter is exclusively for themselves. Waiter to the guests of the service language is also based on the personality of the guest and the specific occasion and provide, not the mechanical use of service language. In the language expression, the requirements of the tone of voice harmony and euphemism, modesty, delicate and chiaroscuro, tone of voice, artful expression, so that the guests sound comfortable and cozy. Only in this way, upscale restaurant guests can truly appreciate their due attention, in order to think that the quality of service in the restaurant is good.
2, medium and high-end restaurant guests on the service etiquette needs analysis
Medium and high-grade restaurant guests, they are mostly government officials, or some higher income "white-collar" class of people. They have a certain degree of economic strength, they are relatively demanding on the requirements of the restaurant. In the service they require the restaurant to take formalized service etiquette. For example, in the posture of the waiter is required to full compliance with the etiquette standardized practices. Such as the use of standard standing posture, that is, the head should be upright, the two arms should be naturally down on both sides of the thighs or hold each other in front of the abdomen or behind the back. When squatting, one foot should be in front of the other, facing the ground and squatting the body down, and so on. When walking, be relaxed and free, with both arms swinging naturally one in front of the other. All the actions in the service process should be in line with the requirements specified in advance, and the service language used should also be standardized. Guests dining in this service environment, they will think they come here to dine is very classy, because the service here is standardized, the waiter is trained.
3, low-grade restaurant guests on the service etiquette way to analyze the demand
Low and medium-grade restaurant guests belong to the low and medium consumption of the group, most of them for the working class. Middle and low-grade restaurant guests, because they have certain requirements for the formalization of the service etiquette of the restaurant. Therefore, in the restaurant in the service, to have the choice of applying the service etiquette of the high-grade restaurant, but it is not possible to copy completely. For example, for the waiter's action requirements to be standardized, to be trained to say, in the address to use a more formal way of addressing such as: "Mr. Hello, welcome to the" and so on. To let the guests realize that the restaurant service is formal. In the service etiquette to reflect the enthusiasm and sincerity, amiability, language smile from the heart, not mechanical stereotypes of the guests.
4, snack bar guests on the service etiquette needs analysis
Come to the snack bar guests, most of them are students or no economic strength of the people group. Their service etiquette requirements of the restaurant is rough, their image of the waiter's requirements are not high, the waiter's behavior requirements are not too high, but they are very mindful of the degree of enthusiasm of the waiter. Therefore, for snack bar guests in the service etiquette to reflect the unique enthusiasm, in the way of address to make the guests have a sense of cordiality. In fact, for the low-grade restaurant guests they like the waiter to them using a kindred spirit of address, they will feel more cordial, than in high-end restaurants using "Mr.", "Ms.", "Ms. They will feel more intimate than using "Mr.", "Ms.", "Miss" in a fine dining restaurant. They prefer to be addressed as "Brother", "Sister", "Master". Their demand for the waiter's movements is nimble, rather than "one word, one board" movements. For the service language requirements for simple, warm smile. To leave guests with a vigorous, energetic, upwardly mobile, quick and sharp impression. Can not copy the high-grade or high-end restaurant service ceremony form. Otherwise it will be clumsy.
5, small takeaway store guests on the service etiquette mode of demand analysis
As the guests come to the small takeaway store, they only want to be able to get "to have a welcome sound, go to the sound of send-off," and the requirements of the action to be rapid, to pay attention to hygiene, to be dexterous and so on. Therefore, the waiter's movements should be standardized and organized. In the service for the guests, each action requires a programmed, when the guests see the waiter's actions have a sense of skill. When the guests come and go, the welcome and send-off language should be standardized, to make the guests feel that the takeaway store professional, formalized, and therefore, conducive to improve the image of the takeaway store, which will prompt the guests to patronize again.
To sum up, there are obvious differences in service etiquette of different classes of restaurants, different classes of restaurants, there must be differences in their service etiquette, high-grade restaurant service etiquette should be personalized, medium-high-grade restaurants to show a high degree of standardization, medium-low-grade restaurants to reflect a more standardized, low-grade meals to reflect the restaurant class and a sense of simplicity of service etiquette way. Only according to the different grades of the restaurant, reflecting the different ways of service etiquette, in order to make the service more targeted, in order to make the restaurant guests feel the real quality of service