Huaxia Tea House Tea House Management Training Franchise Co., Ltd. is an extension service organization of Huaxia Tea Art Training School, specializing in a series of tea services such as tea house management, tea house training, tea house chain, tea house joining, tea house hosting, tea house management training, tea house chain and tea house joining. Huaxia Tea Art Training School, Huaxia Tea Art-Tea Art Huaxia
I. Moral and professional qualities
professional ethics
1. Love your job and realize the value of self-service.
2. Serve customers and be responsible for customers. Warm, civilized and polite service, perfect to do the most trivial things.
3. Maintain the overall image of the teahouse, advocate sincerity and attach importance to credibility.
(2) Professional quality
Be conscientious about your work and go to work without a bad mood.
Master skilled business skills and service skills.
Master the knowledge of tea art and have strong discrimination and judgment.
Meet the interests and reasonable needs of customers, be warm and generous, be honest and have good psychological quality.
It has the quality of obeying laws and regulations, forbidding actions and self-discipline.
Have the self-cultivation ability of culture, morality and intelligence, and constantly improve their comprehensive quality.
Second, the workflow
(1) professional tools
1. Appearance: bright and natural hairstyle, no strange hairstyle, dyed hair, no jewelry, no long nails, dyed nails and light makeup.
2. Dress: Dress according to post regulations and requirements. Dress well, generously, neatly and appropriately, and wear a badge on your chest.
3. Expression: greet customers with a smile, warm, sincere and amiable.
4. Etiquette: stand and serve according to the regulations, be full of energy, have a correct posture, and receive every customer politely.
5, hygiene: pay attention to oral hygiene, do not eat food with odor, keep your hands clean, do not shelter evil people from evil practices.
(2) Working procedures
Pre-shift preparation
Go to work ten minutes early, get dressed and tidy up.
Attend the roll call evaluation on time, and the manager greets all the employees on duty and arranges the work tasks for the day.
Put forward the existing problems and matters needing attention.
According to the division of labor, all items, appliances, rooms, toilets, operation rooms, halls, etc. in the teahouse should be cleaned, so that the windows are bright and clean, and the ground is bright and clean.
(3) Civilized language
Polite expressions: hello, please, welcome, I'm sorry, please forgive me, that's all right, thank you, you're welcome, please wait a moment, I'll be right there, and so on.
2. Acceptance and exchange terms: You should sing, accept, pay and explain clearly. "Sir (madam), charge you XX yuan; Here is your change, XX yuan. Please order, please take it, please keep it and wait.
3. Farewell words: polite words, caring and reminding, enthusiastic advice, sincere wishes "Thank you for your patronage", "Please take care", "Welcome to visit again" and "Goodbye".
Third, job responsibilities
If the guest who comes in is looking for someone, please wait a moment and ask the name and room of the person you are looking for. If you don't know the name and place of the guest, you should politely apologize to the guest and ask him to contact the guest in person. People you don't know are never allowed to enter the guest's room without the guest's permission.
Tea ordering: be familiar with all kinds of tea, introduce all kinds of tea and its brewing methods to the guests, and introduce snacks. Familiar with the names and prices of various snacks. After the guests order, they should repeat their order. When they are right, they should say politely, "Thank you, please wait a moment".
It is not easy to make tea for too long, so don't keep the guests waiting for too long.
Patrol: add water to the guests every 15-25 minutes, change the ashtray, get familiar with the appearance characteristics of each guest, prevent running away from the bill, and receive repeat customers with good memory.
When a guest orders, the waiter needs to take notes. After ordering, he should repeat it to the guests and ask them to wait a moment.
After the guests have finished drinking tea, the waiter will lead the guests to the bar to check out, and tell the bar the name of the room where the guests are located and the seat number of the hall. The bar staff will sign the internal list after receiving the money to see the guests off.
Evacuation: Turn off the air conditioner after the guest leaves, put out the cigarette butts that haven't been extinguished, check whether the guest has any left-behind items (please hand them over to the bar for registration), clean the desktop, floor, wastebasket and spittoon, and finally check whether they are clean.
Continue to welcome the next table.
Before coming off work (1), clean the wastebasket, spittoon, garbage, floor, etc. (2) Check whether the items in the room are complete. (3) All plugs, lights, air conditioners and water dispensers in all rooms and operation rooms should be turned off.