The catering industry pays attention to the service quality, starting with staff training, and new employees should be systematically trained. The scheme is as follows:

Training object: front hall staff

Training purpose: to improve the quality of front hall staff and provide quality services for guests. Improve the operating efficiency of our store

training points: staff service knowledge

staff working ability

staff working concept

training plan: specific training course arrangement

(1) training points

The basic qualities of catering employees include ideological quality, professional quality and psychological quality. In daily work, it can be embodied in rich service knowledge, resourceful service ability and warm and thoughtful service attitude.

1. Employee service knowledge

The service knowledge of catering industry is the sum of all kinds of service-related information that catering industry employees should know in order to provide better services. Mastering the service knowledge of catering industry is the most basic thing to carry out all the work of catering industry. Only on the basis of understanding the rich service knowledge can we provide quality services to guests smoothly.

1. Understand the role of rich service knowledge

(1) Increase the proficiency of service and reduce the mistakes in service

If our employees can master the service knowledge of their posts skillfully, they will be comfortable and considerate in serving their guests. Otherwise, mistakes will easily occur, causing dissatisfaction and complaints from guests.

(2) increase the convenience of service and improve the efficiency of employees in entertaining guests

Rich knowledge can make services come at will, so that the services needed by guests can be provided accurately and skillfully in time. And our store can also provide more thoughtful services for more guests because of the great improvement of efficiency.

(3) Reduce the uncertainty of our employees in providing services

Rich service knowledge can largely eliminate the uncertainty in services, thus making hotel employees more targeted in services and reducing the error rate.

2. Staff service knowledge training content

(1) Our management objectives, service objectives and related corporate culture.

(2) Training content of employee's post responsibilities

① The function and importance of this post and its position in our store.

② The work object, specific tasks, work standards, efficiency requirements, quality requirements, service attitude and the responsibilities and scope of responsibilities of this position.

③ Work flow, work regulations and rewards and punishments measures of this position.

Second, employees' professional ability

1. Language ability

Language is an important tool and way for employees to establish good relations with guests and leave a deep impression. Language is not only a tool for communication and expression, but also reflects and conveys auxiliary information such as corporate culture and employees' mental state. The use of employees' language ability is mainly reflected in the following aspects:

(1) Tone

Hotel employees should pay attention to the natural fluency and affability of their tone when expressing, maintain a uniform expression in speech speed, and be calm and polite at all times.

(2) Grammar

Grammar should be used correctly. The main point is that the structural collocation of sentence components is accurate, which mainly refers to whether the collocation of sentence components is accurate and whether the part of speech is misused.

(3) Logic

Logic is about the correct use of causal relationship and progressive relationship of sentences. This is a very important aspect of language expression, and ambiguous or wrong sentences are easily misunderstood by guests.

(4) Body language

Body language plays a very important role in expression. In interpersonal communication, body language even exceeds the importance of language itself to some extent. Hotel employees should use body language appropriately when using language to express themselves, and create an expression atmosphere that makes guests feel easy to accept and satisfied.

(5) Timing and target of expression

Employees should use appropriate language to express according to the specific conditions such as the service required by the guests, their identity and their psychological state.

2. Firmly attract guests' communicative competence

The charm generated by interpersonal communication is very powerful, which makes guests deeply impressed by employees and Dai girls, and good communicative competence is an important basis for employees to achieve these goals in service.

(1) Employees should first treat the guests as "familiar strangers"

Although every new guest is unfamiliar to the employees, they should treat the guests as old friends who have been together for a long time in communication. In this way, hotel employees will get rid of the overly mechanical politeness and passive coping state when providing services, making the guests feel a more natural but self-contained.

(2) Make a good first impression on the guests

The first impression is very important for the establishment and maintenance of interpersonal communication, and the one that gives people the deepest memory is often the impression left by the first contact. Beautiful appearance and manners, sincere smile and meticulous manners are the key to leaving a good first impression on guests.

(3) The establishment of interpersonal relationship should also start from the beginning to the end. Perseverance Every employee should persistently establish good interpersonal relationship with the guests, and should not make the guests feel neglected because of his temporary mistakes and thoughtlessness, thus ruining the good interpersonal relationship established by himself and other employees with the guests at other times.

3. keen observation ability

the essence of observation ability lies in being good at thinking about what the guests think, putting yourself in the guest's situation and delivering the service in time and properly before the guests speak out.

3. Employee's working concept

1. Customer first concept

Relationship between guests and employees

Relationship between guests, Dai girls and employees, due to their respective roles in society and economy, there are rich and diverse relationships between guests and us, which also richly explain our responsibilities to guests from different angles.

(1) The relationship between choice and being chosen

The market competition of modern catering industry is very fierce, and there are many choices for guests. Guests' choice of eating is not blind and random, but has their own selection criteria. Such as the suitability of the hotel's geographical location, the service attitude of the hotel staff, whether the services provided by the hotel are special and so on.

(2) the relationship between the guest and the host

Compared with the guest, we are the hosts, but the concept of Daimei is very abstract, and our store can't be regarded as the host; Although the operators and managers are legal representatives, actual investors and the highest decision makers of Daimei, they generally do not come forward directly in the service, but are only responsible for the decision-making and handling of some major events. Therefore, in practical work, guests will regard the employees who provide services for them as their hosts.

(3) Relationship between service and served

What the customer wants to buy when he comes to us is our service product. He not only compensates us for the cost of this service product, but also lays the foundation for our profit. And the only way for us to repay our guests is to provide them with high-quality and affordable service products. Guests buy our service products in order to meet their needs here, and this satisfaction is high-demand. What guests need is high-quality, professional and standardized services. And this kind of service is provided by employees, generally without the guests themselves. This kind of service is the contact between people, and the guests should get spiritual comfort and satisfaction when they get the service, and feel that they are our most important and popular guests through the service.

(4) Friendship

When guests come to our restaurant for dinner, it is easy for us and our guests to leave a deep impression on each other through mutual understanding and cooperation and get along for a short time, and it is easy to form a friendship. Guests are not only our consumers, but also our friends. With more new and old friends, our business has a very solid foundation.

2. Consciousness of treating guests

(1) Guests are God

Guests are God, which means that guests enjoy supreme status in our shop. The times are changing, the demand of "God" is also changing, and the power of "God" over us is becoming stronger and stronger. Only on the basis of in-depth investigation and study of "God", we can deeply grasp the law of customers' demand, supplemented by unique marketing strategies, so as to attract "God" and get the opportunity to satisfy "God".

(2) The guest is always right

In our service, it is emphasized that "the guest is always right". It is emphasized that when the guest misunderstood our service mode and service content or made comments on the staff service, the staff first looked at the problem from the standpoint of the guest, and solved the problem from the perspective of understanding the guest and trying to satisfy the guest. In addition, emphasizing that the guests are always right mainly means that the attitude of hotel staff in dealing with problems should be euphemistic and artistic. When the mistake is really on the guest's side, or when the guests really misunderstand the service of the employees, the hotel staff should maintain the self-esteem of the guests through clever handling, especially when other guests are present, so as not to let other guests feel that a guest's judgment is wrong or unclear. Of course, this principle can't be applied if the guests have serious deviance, illegal behavior or damage the interests of our store.

3. customer service equation

in service, there are several simple equations that can help employees understand the importance of their position and attitude towards customers. Employees should realize the important role they play, instead of treating themselves as simple ordinary employees.

(1) Every employee's good image = our overall good image, that is, 1 = 111

This equation indicates that every employee in our store is the representative of our image, and every word and deed that employees treat guests represents Dai Mei's management level, the quality of all employees and the overall service level of our store.

(2) Everyone's overall good image-the poor performance of an employee, that is, 111-1 = 1

The meaning of this equation is that our service image is determined by all employees. Even if other employees perform well, as long as any one of them performs badly, our image will be seriously damaged.

(3) Customer satisfaction = the product of the performance of each service employee

In this equation, employees perform well and provide excellent service, with a score of 111, poor performance and poor attitude, and a score of zero. Our image is not the result of the simple addition of each employee's performance, but a product.

Hotel service personnel should not only simplify the service, but also take the service to a deeper level-quality service, so that guests can feel happy and happy while meeting the basic requirements.