First, service attitude

Service attitude refers to the subjective intention and psychological state of restaurant waiters in the process of serving guests, which directly affects the psychological feelings of guests. Service attitude depends on the initiative, creativity, enthusiasm, sense of responsibility and quality of employees. The specific requirements are as follows:

1. Initiative

Restaurant waiters should firmly establish the professional consciousness of "guests first, service first", always consider the guests everywhere in their service work, and show an active and positive mood. Whenever guests need it, they should take the initiative and solve it in time after discovering it, so as to be diligent, oral, manual and feet.

2. Enthusiasm

Restaurant waiters should love their jobs and their clients in their service work, serve the guests like relatives and friends, and be smiling, dignified and steady, kind in language, full of spirit and sincere in treating others, with the spirit of helping others and hospitality everywhere.

3. Patience

When serving different types of guests, restaurant waiters should be patient, not anxious or bored, and have a kind attitude. Service personnel should be good at trying to figure out the consumption psychology of guests, and should be patient in answering all their questions. And can listen to the opinions and suggestions of the guests with an open mind, do not shirk things, and join the hot pot. In case of conflict with guests, we should respect them and have strong self-discipline ability, so as to persuade them calmly and patiently.

4. Thoughtful

Restaurant waiters should be meticulous, comprehensive and appropriate in their service. Before service, service personnel should make full preparations and make detailed and thoughtful plans for service work; When serving, we should observe carefully, discover and meet the needs of guests in time; At the end of the service, we should seriously solicit the opinions or suggestions of the guests and give timely feedback to make the service better.

Second, service knowledge

Restaurant waiters should have a wide range of knowledge, including:

1. Basic knowledge

Mainly includes employee code, service awareness, courtesy, professional ethics, foreign affairs discipline, hotel safety and hygiene, service psychology, foreign language knowledge, etc.

2. Professional knowledge

mainly includes job responsibilities, working procedures, operation forms, management system, use and maintenance of facilities and equipment, service items and business hours of the hotel, communication skills, etc.

3. Relevant knowledge

mainly includes religious knowledge, philosophy, aesthetics, literature, art, historical geography, customs and etiquette of various countries, folk customs and religious knowledge, local and surrounding tourist attractions and transportation.

Third, service ability

1. Language ability

Language is a tool for people to communicate with each other. The excellent service of restaurants needs to be expressed in words. Therefore, restaurant waiters should have good language skills. The language requirements for restaurant service personnel are: "the language should be civilized, polite, concise and clear;" Advocate speaking Mandarin; When the questions raised by the guests cannot be answered, they should be patiently explained and not shirked and dealt with. " In addition, service personnel should also master a certain foreign language.

2. Resilience

Because most restaurant services are done by employees through manual labor, and the needs of guests are changeable, it is inevitable that there will be some unexpected events in the service process, such as guest complaints, improper operation of employees, drunken troubles of guests, power failure, etc. Mai Lefei will tell you the secret of success in opening a brand discount store.

This requires restaurant service personnel to be flexible, calm, timely and properly handle things, fully embody the hotel's service tenet of "guests first" and try their best to meet the needs of guests.

3. Marketing ability

The production, sales and guest consumption of catering products are almost synchronous and have intangible characteristics. Therefore, restaurant service personnel are required to flexibly promote according to guests' hobbies, habits and consumption ability, so as to try their best to improve the consumption level of guests and thus improve the economic benefits of the catering department.

4. technical ability

catering service is both a science and an art. Technical ability refers to the skills and abilities of restaurant service personnel in providing services, which can not only improve work efficiency, ensure the specifications and standards of restaurant services, but also bring pleasing feelings to guests. Therefore, if you want to do a good job in restaurant service, you must master skilled service skills and use them flexibly and freely.

5. Observation ability

The quality of restaurant service depends on the physical and psychological feelings of the guests after enjoying the service, that is, the satisfaction of the guests' needs. This requires service personnel to have keen observation ability when serving guests, pay attention to the needs of guests at any time and give them timely satisfaction.

6. Memory ability

The information about the guests' needs learned by the restaurant waiter through observation should not only be satisfied in time, but also be remembered when inviting business with artistic paints. When the guests come next time, the service staff can provide targeted and personalized services, which will undoubtedly improve the satisfaction of the guests.

7. Self-discipline

Self-discipline refers to the self-control ability of restaurant waiters in the process of work. Waiters should abide by the hotel's staff code and other management systems, and clearly know what they can and cannot do when and where.

8. Abilities of obedience and cooperation

Obedience is the due responsibility of subordinates to their superiors. Restaurant service personnel should have the concept of organizational discipline with obeying the orders of their superiors as their bounden duty, and unconditionally obey and earnestly implement the instructions of their immediate superiors.

at the same time, the service personnel must also obey the guests, and meet the requirements of the guests, but they should obey the degree, that is, meet the reasonable needs of the guests in line with traditional moral concepts and socialist spiritual civilization.