waiters should establish the concept of taking guests as the starting point, and updating the service concept is the guarantee to improve the service quality of hotels.

Understanding the service awareness

Language art of service

Whether a catering enterprise can develop continuously and steadily in the fierce market competition and become a brand enterprise, the three pillars of dishes, service and environment are indispensable. The promotion of dishes and environment requires manpower, financial resources and long-term investment. With the change of dining concept, people pay more and more attention to the service level of restaurants, and even regard the service level as an important basis for choosing restaurants. Therefore, improving service level is the main means to get quick results with less investment.

the core of improving service level is to improve the quality of service personnel, and service language is the most direct embodiment of the quality of service personnel. Language is a communication tool used by people to express their thoughts and communicate their feelings. The language of restaurant service is very different from the general polite language in lectures, speeches and interpersonal communication. To do a good job in service, especially in service language, we only need to formulate corresponding training plans, train waiters according to procedures and standards, and constantly check and correct problems in the service process according to this set of procedures and standards, so as to effectively improve the quality of employees and service quality. It should be said that the catering industry is in great need of such research results. However, at present, the research on "standardization and artistry of service terms" is still not deep and systematic. Based on this reality, this paper tries to explain the basic requirements and application of service language in theory, and at the same time, quotes a large number of real cases to make the article easier to understand and provide reference for catering enterprises.

Basic requirements for standardization and artistry of service language

1. Formal requirements

(1) Just right, stop here. Service is neither a lecture nor a lecture. Service personnel should express their meaning clearly, kindly and accurately when serving, and should not talk much. The main thing is to inspire customers to talk more, so that they can be respected and relaxed here, release their psychological pressure, and express their willingness to spend and their opinions on the restaurant as much as possible.

(2) Audio service. Service without sound is lack of enthusiasm and charm. In the process of service, you can't just bow and nod, no greetings, only gestures, no language cooperation.

(3) Soft voice service. The traditional service is shouting service, which calls for food in the hall and pays for singing, while the modern service pays attention to light service, which reserves a quiet world for guests and requires three lightness (that is, speaking lightly, walking lightly and operating lightly).

(4) clear service. Some service personnel are often shy or can't speak Mandarin well, so they can't provide clear services to the guests during the service process, which causes the guests' dissatisfaction. In particular, the name of the newspaper often makes customers confused and have to ask again. This hinders the communication between the host and the guest and delays the normal work.

(5) Putonghua service. Even for restaurants with outstanding local flavor and style, it is necessary to use dialect services to show their individuality, and it cannot hinder normal communication. Therefore, the waiters in this kind of restaurant should also speak Mandarin, or require the managers above the foreman to speak Mandarin, so as to use bilingual services, which can not only reflect their personality, but also make the communication smooth and clear.

2. Procedural requirements

(1) Guests are welcomed to the store.

(2) Guests have a farewell sound when they leave the store.

(3) When guests help or show up, there is a voice of thanks.

(4) When a guest is unwell or meets a guest, there is a greeting.

(5) Apologize for poor service.

(6) there is a reminder before the service.

(7) There is a response when the guest calls.

It is helpful to check and guide the language standardization of waiters to make corresponding requirements for service language in procedures.

Classification and application of service languages

1. Appellations

Examples: Miss, Sir, Madam, Madam, Lady, Big Sister, Aunt, Comrade, Master, Teacher, Big Brother, etc.

the processing of this kind of language has the following requirements;

(1) is just right.

(2) clear and cordial.

(3) If you are not sure, address the general man as Mr. or Ms..

(4) be flexible.

For example, if you already know that the guest is a mother and a daughter coming to dinner together, it's not appropriate to call the daughter a young lady and her mother a young lady, so it's time to call her aunt or lady. When a lady with a certain status comes to dinner, it seems that it is not enough to be called miss. At this time, she should be called teacher or lady. It is right for an old customer with status to call him Mr. when he comes to dinner for the first time, it is not appropriate to call him Mr. if he is known to be General Manager Huang, General Manager Hu, or Director Zhang and Director Tan. Therefore, we must ask the service staff to remember the last name, professional title and position of the old customer and address him accordingly. In the usual reception work, guests are generally not called comrades and secretaries, but it becomes reasonable to call them comrades and secretaries if they are meeting meals.

2. Greetings

Example: Hello, sir! Good morning! Good afternoon! Good evening! Merry Christmas! Happy National Day! Happy Mid-Autumn Festival! Happy new year!

The processing of this kind of language has the following requirements:

(1) Pay attention to the sense of time and space. The greeting cannot be "hello, sir!" In a word, guests should have a sense of time and space, otherwise they will sound monotonous and boring. For example, if you say "Happy Mid-Autumn Festival, Sir" to the guests during the Mid-Autumn Festival. It strengthens the festive atmosphere.

(2) seize the opportunity. Greetings should grasp the opportunity, generally speaking, it is most appropriate to greet guests when they are 1.5 meters away from you. For guests who are far away, they should only smile and nod, not say hello.

(3) cooperate with nodding or bowing. It is impolite to greet guests without nodding or bowing. For example, some waiters in restaurants ask guests, "Where is the bathroom?" Sometimes, it is impolite to just use a far-end gesture to indicate the position, without language cooperation, or even just to send guests away with nunu's mouth. If the waiter not only uses the far-end gesture, but also says to the guest, "Sir, please go straight ahead, and it's on the right corner!" " The guests will feel much better.

(4) When guests enter the door, they can't say "How many people are there?" "Do you eat?" At this time, we should only welcome and say, "Sir, please follow me!" " You can't ask further questions until you get to the lobby or elevator. For example, "What's my name, sir?" When the other person says, "My name is Liu." Then, "Mr. Liu, how many people are you today? ..... "This topic can be deepened.

3. Consultation language

Consultation language is exactly an inquiry language for soliciting opinions. Example: Sir, do you think we can serve now? Sir, are you ready to open your wine? Sir, can this plate be removed? Miss, what can I do for you? Miss, if you don't mind, shall I adjust your seat?

consultation language is often an important procedure of service. If it is omitted, it will cause confusion in service. Improper use of consultation language will make customers very unhappy. For example, the guest has ordered, and the waiter does not ask the guest, "Sir, can I serve now?" "Sir, can you open your wine?" I took the liberty of serving the food and opening the wine. At this time, the guests may still be waiting for other important guests, or there are still some important conversations that are not over. If you do this, the guests will be less happy.

the waiter should use the inquiry language when withdrawing the offer. The author is very touched by this: in some meals, the dishes I put on the dining plate have not been eaten yet, and the waiter removed the plate without asking or saying hello, which really robbed me of food!

I also encountered such a case: a couple went to a restaurant for dinner, but at this time the small table in the restaurant was full, so the waiter arranged for the guests to have dinner at the big round table. But after a while, eight more guests came. At this time, the big round table was full, and the small square table by the window was empty. So the waiter simply said to the couple: "You two please come here! There are many of them, so let them sit at the big round table. " At this time, the guest was unhappy and said impatiently, "No! Let's just sit here and not move! " At this time, a restaurant supervisor came over, "I'm really sorry for the trouble! The small square table by the window is very emotional and convenient for the two to talk. If you don't mind, I'll put you through! Thank you for your support! " The guest became calm at once and agreed to the arrangement of the supervisor.

Therefore, we should pay attention to the following points when using this kind of language:

(1) Pay attention to the guest's body language. For example, when a guest looks around, or stands up from his seat, or waves, he is using his body language to express his thoughts or demands. At this time, the waiter should immediately go over and say, "Sir/Miss, can I help you?" "What can I do for you, sir/madam?"

(2) use a negotiated kiss. Often say, "Is this okay?" "Are you satisfied?" Such consultation language is added at the end of the sentence, which makes it more humble and the service work is easier to get the support of the guests.

(3) Consultation should be regarded as a procedure of service. Ask for opinions first, and then act after getting the consent of the guests. Don't make your own decisions.

Quality of catering service personnel

Restaurant staff directly face customer service, and they meet many guests every day, and there are all kinds of guests. Although they are very careful in service, sometimes it is inevitable that they will be negligent for a while, causing harm to the guests; Or everything the service personnel do when serving is in line with the regulations, but it still can't satisfy the guests. The restaurant service staff here should take the principle of "customer first" and apologize to the guests for their understanding. As a waiter in a restaurant, we must know the types of customers, so that we can improvise, seize the opportunity, respond freely, conform to their needs and provide the best service.

to achieve the above services, you must pay attention to self-cultivation at ordinary times and don't lose your temper casually. Be sure to dress neatly, be dignified in appearance, have a kind attitude, be kind to others, be serious and responsible, cooperate quickly, be honest and not bully, be polite and thoughtful, and let the guests feel that the service they receive is impeccable. The provisions that should be observed are as follows.

● Attendant's manners

When serving, the restaurant's service personnel must dress neatly and have dignified manners, so as to convince customers that the restaurant attaches great importance to clean service. Male waiters must always shave, dress neatly, clean their hands and nails, and pay attention to bad breath and body odor. Female waiters should comb their hair neatly and wear the specified hair cover; No other decorations except wedding rings and watches; Don't use bright nail polish, nails should be trimmed neatly; Wear the specified flat shoes and stockings, leaving a dignified and hygienic impression on the guests. Service personnel should not smoke or chew gum at work. Polite, friendly and helpful attitude and moderate tone of speech can increase the aesthetic feeling of waiters. Restaurant service personnel must be kind when serving, and be very careful when dealing with others. In the event of an accident, we should remember to be patient, resolve any dispute with sincerity, and take the principle of "customer first" as everything.

● cooperative spirit of waiters

The staff in the restaurant must be serious and responsible, and cooperate quickly, which will make the work more smooth. Waiters should not only be happy to be competent in their own work, but also be able to find and understand the difficulties of colleagues, and immediately know where and how to help colleagues. This spirit of active participation and cooperation is conducive to the smooth progress of the work.

● Honesty and courtesy of waiters

Colleagues working in restaurants must respect each other and help each other; Abide by the rules of the restaurant, not greedy for money, not cheating guests, polite and thoughtful. In this way, when serving, we will win the favor of our guests. As long as we pay attention to the cultivation of catering practitioners, the business of restaurants can be better and the purpose of making profits can be achieved.

Attendant's appearance, manner and appearance

The service staff in the restaurant must dress neatly and have dignified manners when serving, so as to convince customers that the restaurant attaches importance to clean service. Male waiters must always shave, dress neatly, clean their hands and nails, and pay attention to bad breath and body odor. Female waiters should comb their hair neatly and wear the specified hair cover; No other decorations except wedding rings and watches; Don't use bright nail polish, nails should be trimmed neatly; Wear the specified flat shoes and stockings, leaving a dignified and hygienic impression on the guests. Service personnel should not smoke or chew gum at work.

Polite, friendly and helpful attitude and moderate tone when speaking can enhance the beauty of the waiter.

Restaurant service personnel must be kind when serving, and be very careful when dealing with others. In the event of an accident, we should remember to be patient, resolve any dispute with sincerity, and take the principle of "customer first" as everything.

How do waiters provide psychological services for customers

How to convey positive and effective information to customers through behavior in the service process requires us to adopt personalized services to meet the needs of different customers and achieve service effects that exceed customers' expectations, so as to obtain customers' satisfaction, retain customers and win customers' loyalty. So, how can we "exceed customer expectations"? Below, we discuss how to win the loyalty of customers through individual behavior (that is, personalized service) from eight aspects.

1. greet customers like guests. Wadi Allen once said that when customers come, business will be 81% successful. In terms of customer service, 81% of the success is to treat the visiting customers like their own guests. Therefore, we require the service staff to provide timely greetings and conversations as soon as customers enter the restaurant, and to make them feel welcome with loud voices.

2. Praise frankly. Everyone likes to hear sincere compliments from others. Taking a few seconds to say some compliments to customers can effectively increase the friendship with customers. Some employees, embarrassed to praise others, let themselves form the habit of praise, which will soon change your popularity and establish a harmonious and pleasant atmosphere of service and being served with customers.

3. Address by first name or surname. A person's name is his or her favorite voice. When appropriate, introduce yourself to customers and ask their names. If it is inconvenient, you can get the customer's name from the letter card, booking form or other witnesses, and you will find that it will play an unexpected and effective role in your work. However, it is not appropriate to get close too quickly and be too close. It is usually safer to call "Mr. X and Miss X". If people like to be called by their first names, they will tell them.

4. Learn to talk to customers with eyes. When you can't speak loudly, you can communicate with your eyes and tell the customer the information that you are willing to serve him. But the reasonable arrangement of time is very important. We suggest adopting the rule of 11 seconds. Even if you are busy executing another person, you should communicate with customers with your eyes within 11 seconds.

5. say "please" and "thank you". It seems a bit trite. To establish close relationship with customers and gain customer loyalty, "please" and "thank you" are important words and indispensable terms in service. It's easy to say and worth it.