Job requirements, job responsibilities, workflow (manual) and quality requirements

1, love the industry, have the spirit of hard work and dedication;

2. Female height 1.65 meters or more, male height 1.7 meters or more, with regular facial features, good health and good figure;

3. Age is between 18-28 years old, college degree or above, and more than one year working experience in the same position.

4. Strong language expression ability and adaptability;

One: Job responsibilities

1, managed by the assistant manager of the lobby and directly responsible to the assistant manager of the lobby;

2, pay attention to gfd, pay attention to? Smile service? Standardize the terms of service;

3. Prepare meals and report in time.

4, according to the reception situation, timely and reasonable arrangement of dining guests' seats or give reservations;

5. When the reception is saturated, arrange a rest place for the waiting guests in time, make corresponding explanations, and send tea, gifts or gifts in time; Assist in the work of takeaway or salesman;

6. Count the number of customers, forms, etc., and make written records;

7. Answer the phone politely, and make records and order arrangements;

8. Accept the opinions of the guests with an open mind, make records and report to the superior;

9. Do a good job of welcoming guests, actively contact the parking attendant, and do a good job of horizontal and vertical coordination;

10, assist other employees to complete the work assigned by the leader.

1 1, be familiar with and master the information of dining guests, and strengthen contact and cooperation with salesmen in time. Stand guard

Go to work at 9: 50, sort out gfd and punch in.

2. Prepare before meals (10: 00-11:00, 4: 00-5: 00 pm)

1, the area is clean and sanitary.

2. Make a telephone reservation and record it, write the reservation on the table map, and report it to important tables and guests in time.

3. Responsible for keeping, updating and checking water signs, billboards and sofas.

4. Put the books in the leisure area into the corresponding book bags, and set up an ashtray to check whether all kinds of entertainment supplies, leather shoes machines and other public facilities and equipment are in good condition and working normally.

5. Check whether the quantity of tableware and sanitary conditions in the leisure area are qualified;

Three. In-meal service (11:15-65438+0: 45 am, 5: 00 pm15-8: 45 pm)

1, welcome guests according to the standard posture, and check whether the lighting meets the requirements.

2, the use of polite language, smiling face to welcome guests, take the initiative to ask the number of guests, guests visiting or leaving the restaurant, should bow and scrape.

3. Bring the guests to the table and ask for their opinions at the table. When the restaurant is full, do a good job of explaining the guests and do a good job of waiting;

4. For the reservation that fails to arrive beyond the scheduled time, cancel or give up the seat after being confirmed by the team in time.

5. Be familiar with the service facilities and projects of the restaurant.

6. Try to remember names, habits, taboos, likes, etc. A list of regular customers.

7. Collect complaints, suggestions and information when guests go out, and report to the assistant manager in the lobby.

8. Do a good job in selling and paying for take-away.

9. Send the guests to the restaurant, thank them and close the doors or curtains for them.

Fourth, the market closes after meals (65438+ 0: 50-2: 00 am, 8: 50-9: 00 pm)

1. Organize and collect books in the leisure area.

2. Pay attention to the lighting, air conditioning and sanitation in the area under its jurisdiction. Before going to work, keep your face fresh, neatly dressed, full of energy and elegant makeup.

Guide the guests to their seats

1, confirm the guest's reservation and guide the guest to the right place.

After the guests arrive at the restaurant, the usher first greets the guests warmly and politely, and should say: good morning, sir, welcome.

After confirming the reservation, the usher will guide the guest to the correct place, and keep the distance of 1 to 1.5 meters when guiding the guest.

The usher helped the guests move the chairs. When the guest stands in front of the chair, gently put the chair back to its original position, help the guest sit down, remind the guest to take care of his personal belongings, and inform the front desk attendant of the number of guests eating in time.

During the period from the guest's entrance to the seat, it is necessary to find out the personal information such as the guest's surname, unit and position, and provide it to the sales staff;

In case of the company's loyal customers and best customers, the assistant manager of the lobby and the floor supervisor should be informed in time so as to do the relevant reception work well;

The special requirements of special guests should be solved in time. For example: the disabled, pregnant women, children.

Second, answer the phone

1. Pick up the phone within three rings.

Step 2 greet guests

Greet guests with clear language and polite tone, say, good morning, sir/madam, or good afternoon, sir/madam, or good evening, sir/madam.

Accurately quote the name of the restaurant and your own name, and say, this is XXXX's humble meal restaurant.

Express willingness to serve the guests. D. If the phone call from the company cannot be delivered in time, it should be recorded and answered in time.

3. Listen to the guest's questions and answer them.

If a guest says his name first, he should immediately begin to address the guest by his first name.

Listen carefully to the guest's questions, accurately grasp the content of the guest's questions, and repeat the guest's questions for confirmation when necessary.

Answer the guest's questions accurately.

If it is difficult to answer at that time, you need to apologize to the guest, write down the guest's contact number and name, inform the guest, and give the guest an answer after 5 minutes;

Step 4 thank the guests

Before ending the conversation with the guests, you should say: Thank you, sir/madam. Welcome to visit next time. Goodbye! Don't hang up until you hear the guest hang up, to show courtesy and respect to the guest.

Third, accept the guest's meal reservation.

1, greeting guests

When knowing that the guest is here to order food, the usher greets the guest first, and should say, good morning, sir/madam, or good afternoon, sir/madam, or good evening, sir/madam.

When you know that the guest is here to order, you should tell the guest your name and express your willingness to serve the guest.

Step 2 accept the order

Politely ask the guest's name or position and contact number, the number of guests dining and the meal time, and record them accurately and quickly in the order book.

Ask the guests if they have any other special requirements for dining.

If guests need to book a banquet, they should take the initiative to provide banquet reservation service to them.

3. Restatement of the guest's order: After asking the guest in a polite and enthusiastic tone that there are no other opinions, restate the guest's name, telephone number and number of diners, and put forward special requirements during the meal to get the guest's confirmation.

4. Telephone reservation: If the guest makes a reservation by telephone, the usher will follow the procedures and standards for answering the phone. And complete the above procedures.

5. Inform relevant personnel

A. inform the reservation at the pre-meal meeting.

Inform the supervisor on duty or assistant manager of the lobby of the special requirements of the guests.

Fourth, greet guests.

Greeting guests

Greeting guests follows the principle of ladies first and greets guests in professional language.

If you know the guest's name or position, address the guest by his name or position.

Greetings again

If the guest is too busy to answer when greeting for the first time, he should wait until he is seated.

Cohesion work related to verbs (abbreviation of verb)

The greeter must inform the front desk clerk in the area of the number of guests dining, the name and position of the host, so that the front desk clerk can call the host by his name;

Tell the exact number of people on this floor to the waiter so as to provide free desserts, towels and dishes to the guests quickly.

Six serves

The usher should send the guests out of the restaurant and thank them again for coming.

The usher should call the elevator for the guests. When the elevator comes, send the guests into the elevator and leave after closing the door.

7. When the restaurant is full, receive guests who come to eat.

1. Greet the guests and tell them that the restaurant is full.

The usher greeted the guests first and politely told them that the restaurant was full. He said, good evening, sir/madam. Welcome, but I'm sorry, it's full. Please wait a moment, and I'll see if there are any seats left!

2. Please wait a minute

Get in touch with each floor supervisor in time, confirm the dining situation of the restaurant content, and estimate the waiting time of the guests.

Put forward suggestions, invite guests to wait in the leisure area outside the restaurant, and tell them that when there are seats in the restaurant, they will invite guests to sit in the restaurant as soon as possible, saying, excuse me, sir/madam, can I have some tea and fruit in the leisure area? I'll arrange it for you as soon as there is a seat.

If the guest agrees to wait, tea service will be provided first, and at the same time, please look at the menu or remind the guest that the books and periodicals in the leisure area can be browsed at will.

If the guest asks how long it will take, he should inform the guest of the expected waiting time and solve it as soon as possible;

Do a good job in the registration of equal guests in order.

Step 3 invite guests to dinner

Ensure that the waiting guests are served within the expected time, and invite the guests to sit in the restaurant on time or a few minutes in advance. ;