Ideas are very important.
Concept determines the management concept of catering. Restaurants and kitchens should strengthen the service consciousness of "taking guests as the center, satisfying guests and adding surprises"; Establish objective thinking, stand in the guest's position, put yourself in the guest's shoes, treat the guest as a relative, do everything possible to meet the needs of the guest and safeguard the interests of the guest. Under this premise, the restaurant, as a direct guest, must unconditionally obey and meet the reasonable requirements of the guests; As a second-line kitchen, subordinate to a first-line restaurant, we must fully cooperate with the work requirements of restaurant waiters. In addition, a dish needs multiple processes from making to finished product and from serving to serving. There should be a spirit of cooperation in which one process serves the next process, checks at different levels, and is responsible at different levels, so as to create an atmosphere in which the kitchen serves the restaurant and all the staff serve the guests.
Information transmission is very important.
In order to satisfy and surprise guests, it is necessary to provide personalized service on the basis of standardized service, which depends on the collection of relevant information of guests. Therefore, restaurants and kitchens must establish guest history files, including routine files, personality files, habit files, diet files and feedback files. In addition, it is necessary to strengthen the symmetrical transmission of information between the restaurant and the kitchen, so that the information can be enjoyed, thus providing targeted and personalized services for the guests at the first time. The ways of information transmission include daily information transmission and regular information transmission.
Daily information transmission includes ① pre-meal information transmission: the kitchen provides the restaurant with a list of expected dishes, special recommendations, key promotions, inventory, etc., so that the restaurant waiter can prepare tableware and utensils before meals and carry out targeted publicity and promotion during meals. The restaurant will inform the kitchen of the guest's reservation information in time, such as the organizer, the banquet object, the number of people, and whether there are any special requirements, so as to facilitate the kitchen to prepare meals. ② Intra-meal information transmission: The restaurant timely feeds back the changes of the restaurant guests' needs, special requirements and meal progress, so that the kitchen can take effective measures to meet the guests' needs. ③ Post-meal information transmission: The restaurant solicits the guests' opinions by observing their dining trends, and feeds back the guests' food arrangement, taste, weight, price, satisfaction and rationalization suggestions to the kitchen, so that the kitchen can adjust in time and get out of the passive working situation, thus fixing production and adapting to the market.
Regular information transmission includes ① exchange of opinions: restaurant and kitchen supervisors regularly exchange the collected information in different categories and put forward constructive suggestions, such as the increase or decrease of dishes, the promotion plan, the expansion of service items and the improvement of work. (2) Training: The chef in the kitchen will train the waiters in the restaurant on cooking knowledge, including the names of dishes, allusions and legends, taste characteristics, cooking methods, cooking time, main and auxiliary raw materials, nutritional value and applicable people. , so as to broaden the knowledge of restaurant waiters, better publicize and promote hotel dishes, guide guests to consume, and be good staff of guests.
Communication and understanding are necessary.
The relationship between the restaurant and the kitchen is as close as lips and teeth, interdependent and responsible for each other. The working process is also a running-in process, and it is always inevitable to bump into each other. Therefore, communication and understanding between the restaurant and the kitchen is very necessary. First of all, restaurants should respect the work of the kitchen. Never send hot dishes with a cold face, but learn cooking knowledge from the chef with an open mind, actively publicize and promote hotel dishes, deliver the dishes carefully cooked by the chef to the guests' table in time and accurately, maintain the flavor and integrity of the dishes, show the chef's exquisite cooking skills, and let the guests enjoy the food and experience the warmth of home through warm and thoughtful service. Secondly, don't put the blame on the kitchen when the guests are unhappy or complaining. On the contrary, we should actively make up for the position, adopt polite and decent service and effective remedial measures to eliminate the guests' antipathy and save the situation. The kitchen should understand and be considerate of the hard work of the restaurant. The smell of wine is also afraid of the depth of the alley, and the restaurant is the spokesperson of the kitchen brand. Every dish cooked by a chef is inseparable from the waiter's last and most crucial seasoning-affection. What's more, there is something wrong with the kitchen. In front of guests, restaurant waiters often have to take the blame for the overall situation. Therefore, the kitchen should not pretend to be a chef, but should take the initiative to impart cooking knowledge to restaurant waiters, painstakingly meet the restaurant's work requirements, create favorable conditions for the restaurant's service to guests, create a pleasant dining experience with the restaurant, give guests a satisfaction and surprise, and make catering a culture, a enjoyment and a complex.
Source: China Tourism News