The differences between Chinese and western customs in receiving guests are compared and analyzed, aiming to help us understand Chinese culture more objectively and foreign culture more comprehensively. The following is the reception process of important guests in catering that I have compiled for you, for your reference. Welcome to read! Flow chart of reception of important guests in catering

Reception skills of catering service

1. Check-in desk

Sitting at the check-in desk (also known as the stand) is the daily work of restaurant service staff. The number of a waiter's desk attendance, that is, the number of receptions and the quality of service, is an important criterion to measure his service ability. Sitting at the check-in counter is more complicated and changeable than the reception of banquets. In order to do a good job at the counter, the waiter should not only have a good service attitude, rich reception knowledge, skilled service skills and the ability to deal with problems flexibly, but also master the special laws and methods of the counter. This paper mainly explains the methods and requirements of energy distribution, work order arrangement, sitting, remembering the table and paying the bill for the waiters in the duty station.

Second, properly allocate energy

Experienced waiters generally need to look at four dining tables. During the peak period of the restaurant, 5-8 groups of customers can be received at the same time. Things are complicated and the workload is heavy, which requires waiters not only to enter the role like actors performing on stage, but also to concentrate on the reception work properly. The experienced old service in the industry summarizes the energy distribution method of the value desk as? One, two, three? . For example, when receiving one or a group of customers, we should give consideration to other customers; When you do something, you should think of what you want to do next or by the way. The practice of many waiters on duty has proved that these three sentences can be regarded as experience.

The energy distribution of the check-in desk should also be focused and improvise. The key points of energy distribution during the check-in desk are:

First, welcome guests and sit down: after the opening of the market, and even during the whole reception work, the waiter should always observe the main entrance and pay attention to the customers coming in and out. When you see customers coming in, you should go forward in time to warmly welcome them and sit down. Don't give them a cold shoulder. For customers who go out after dinner, you should pay attention to whether they check out or not.

the second is to prevent? Leakage of accounts? 、? Run the bill? . To prevent account evasion, we should pay special attention to several situations: a single customer and a group of customers should pay special attention to a single customer; Strangers and regular customers should pay special attention to strangers; Customers sitting at the door and customers sitting at the door should pay special attention to customers sitting at the door; Customers who have just started eating and those who are about to finish eating should pay special attention to those who are about to finish eating.

Third, we should remember which channel and which customer asked for what and what they ate, so as to prevent the wrong dishes or wrong accounts.

Third, to be diligent in eyes, mouth, hands and feet

We should not only concentrate and distribute our energy reasonably, but also be diligent in eyes, mouth, hands and feet, so as to make the reception work more active, timely and comprehensive.

so-called? Eye-catching That is, when you are on duty, the waiter should face the customer even when there is nothing to do, stand in a place where things are convenient and you can always look at the overall situation, so that you can keep an eye on all directions and listen to all directions. The scope of frequent observation is: customers' in and out, customers' eating degree, customers' behaviors and actions, etc. And according to the customer's behavior and actions, such as getting up, looking around, shaking your head, gesturing with your hands, etc., accurately judge the customer's requirements and meet them in time and actively. Several situations and solutions that can be encountered in the process of checking in are as follows:

(1) The customer gets up and looks around or comes to the service desk, indicating that the customer has something to ask for a waiter, and the waiter should take the initiative to meet him.

(2) When you see a customer pouring wine, tea or drinks and shaking the hip flask, it means that the wine or tea is finished. The waiter should take the initiative to meet him and ask whether to add wine or tea, or add drinks.

(3) When you see that the customer is running out of wine or tea, and you are looking at the waiter, you should take the initiative to ask whether to add it.

(4) When customers see that the soup is cold, they should take the initiative to ask if it needs to be heated.

(5) When a customer shakes his head or shakes his head while tasting the food, the waiter should take the initiative to get to know the situation and handle it properly.

(6), see the customer eat full head big sweat, to hand in the towel in time.

(7) When customers are drunk, take the initiative to send hot towels or hangover drinks.

(8), see the customer look bad, should take the initiative to ask whether the disease, and timely help to deal with.

(9) When customers are using chopsticks or using other methods to open wine bottles, they should take the initiative to help open them.

(11) When you see or hear chopsticks, spoons or other tableware fall to the ground, you should take the initiative to fill them up, and the damaged things should be accounted for.

so-called? Attentive? It means that when the waiter is on duty, he should answer questions and be responsive, and he should take the initiative to introduce and ask about the situation. Sometimes the customer calls, and the waiter is busy with something and can't arrive at once. What should I do? When people don't arrive, the sound comes first? Answer in time.

so-called? Handy? 、? Foot work? That is, the waiter is required to walk around the dining table where he is responsible and take a look at it in time. When doing something, we should skillfully do what we can do by the way, and try our best not to take empty roads and take less empty roads.

Fourth, arrange the work order

A waiter often handles several things at the same time. Therefore, the waiter must distinguish the priorities of things, arrange the procedures, and be busy but not chaotic, fast and good, anxious and unhurried, clean and neat.

Under normal circumstances, the things that need to be done urgently and first are as follows:

(1) When customers enter the store, they can put aside their general work and welcome the guests first; If something urgent is being done, you should also greet the guests first, explain the reasons and ask them to wait a moment.

(2) When the delivery man delivers the food, he can put down his general work and serve it first, especially for some dishes that are not cooked, and he should come to the stage in time without delay.

(3) For customers who have something urgent to do, they should arrange serving as early as possible.

(4) Under normal circumstances, if vegetables and wine are added, they should be arranged in time; if cold dishes and soup need to be reheated, they should be arranged as soon as possible, and the added dishes can be simplified.

(5) For drinkers, cold dishes can be served first, and then other dishes can be arranged calmly.

(6) customers who have finished eating should be reported and settled in time, and they should not be ignored.

(7), if a stranger and a regular customer are dining at the same time, you can say hello to the regular customer first, and then go to receive the stranger, instead of just receiving the regular customer and ignoring the stranger.

5. Be polite, keep customers steady and urge customers

An important feature of restaurants is that their business hours are concentrated in the middle and late hours. At the peak, there are often phenomena such as insufficient places, tables and stools, inability to make dishes in time, and staff being too busy. At other times, the field and equipment are empty and the staff are idle. Faced with this situation, in order to do a good job in service, make a reasonable turnover and expand the economic effect, waiters must master the skills of politely stabilizing and urging customers on the basis of ensuring the quality of service, so as to let more customers eat.

so-called? Steady customers? , that is, under various circumstances, through the enthusiastic service of waiters, attract customers who come into the store and make them? When it comes, it is safe? Eat before you go, and try to eat satisfactorily. When you are at the counter, you generally need to keep your customers steady in the following situations:

First, after customers enter the store, they hesitate at the door of the restaurant, wanting to enter but not wanting to enter; Or after entering the hall, I want to sit and don't want to sit. At this time, the waiter immediately greeted him and asked him to sit down. After asking about the customer's requirements, he immediately sent recipes and then tea. After the customer is seated, if you have other things to do, you should say hello to the customer before you go. And in a relatively short period of time to open the menu, serving and other services.

second, after customers enter the store, they plan to leave the store as soon as they see that there is no food they want on the menu. At this time, the waiter should also come forward immediately to understand the customer's taste requirements or other requirements and try to meet them if possible.

Third, customers have to leave because they have been waiting for food for too long. At this time, the waiter should take different methods to stabilize the customer according to different situations. If the cooking process of the ordered dish is complicated, or it can't be cooked for a while because of too many guests and dishes, you can explain it clearly to the customer, or suggest that he buy another cold dish and wait for the dish while drinking. You can also rush the dish to the waiter or go to the kitchen in front of the customer. In this way, customers can generally feel at ease.

so-called? Urging customers? Is to ask customers to eat quickly and go. Generally speaking, it is impolite to urge customers, but in some cases, in order to speed up the turnover of dining tables and let more customers sit down for dinner, waiters can make customers understand the situation of restaurants and other customers and leave their seats quickly after dinner through polite explanation and thoughtful service. Be sure to be polite when urging guests. For customers who have finished eating and don't want to leave, they can first hand over hot towels and ask if there is anything else. If there is nothing else, please ask them to check out. At this point, you can give them a cup of tea. In short, according to the specific object and specific situation at that time, we should politely urge customers. Don't be impatient in urging customers, don't be blunt in expressing words, and don't give customers the impression of driving them away.

6. Sit down

Sitting down after a party is a bit learned. Customers eat in twos and threes, the number is uneven, the dining time is different, the dining speed is different, and the likes and dislikes of the dining environment are also the same. Therefore, it is different from the banquet, so we must pay great attention to it. The principle of sitting after a good end is to make customers sit comfortably, to facilitate the service between meals, and to facilitate the rapid turnover of tables and chairs. The general methods of sitting are: < P > (1), first inside and then outside. Under normal circumstances, the guests who come first will be invited to the restaurant, and a table will be arranged from the inside out. In this way, customers are relatively concentrated, which is conducive to arranging customers in the aftermarket.

(2), do what you like. Most customers choose their seats, and waiters should arrange their seats according to their requirements and preferences according to different objects and specific conditions at that time. Generally speaking, customers who drink and taste the flavor, talk about business and fall in love, as well as literati and artists, prefer to sit in a slightly secluded seat in the restaurant, and waiters should try their best to provide convenience.

(3), similar merger. That is, try to arrange the same type of guests together. For example, try to arrange customers who eat fast together; Arrange customers who drink and eat slowly together; Scholars, artists and cadres are arranged together. This arrangement is not only convenient for service, but also convenient for customers to eat, and can also speed up the turnover of the dining table.

(4), appropriate adjustments. When you sit down, try to arrange it as tightly as possible and make up a table. Please be polite when asking customers to adjust their seats. If some customers don't want to adjust, don't force them. You can choose another adjustment object.

seven, remember the table.