1, the waiter is always smiling;
2, to treat familiar guests with courtesy and reserve;
3, to appear when the guests need it the most;
4, never let the guests feel embarrassed (think differently)
II. How to overcome the obstacles of the service
1, to overcome personality barriers
character type Characteristics Speaking taboos
good old man Speaking softly Taboo loud and fast
character suspicion Not easy to trust people Taboo speak without manners, ambiguous
character arrogance Easily look down on people Speaking taboo egotistical arrogance and disrespectful words
shy guests performance introverted Taboo casually joke
hurry guests often have grievances
hard to say, but not to say anything.
The impatient guests often complain, unsteady Speaking avoid being as impatient as the other side, otherwise it is easy to contradict
Silent and do not like to talk to people Avoid ignoring the other side of the cold
Casual guests Randomness taboo let nature take its course, to be reminded of the caring tone of voice
Difficult to serve the guests Blowbacks, face taboo talk out of proportion, so as not to get into a quarrel
2, to overcome the language barrier
A, seven taboos: taboos scattered taboos generalized taboos anxious taboos empty taboos horizontal taboos false taboos slippery
B, four do not: do not say disrespectful words do not say unfriendly words do not say impatient words do not say nonchalant words
3, to overcome the psychological barriers (exercise)
A!
B. I believe I can do my job well!
C. I have a lot of friends around me who care about me, too!
D, No matter what happens, I can keep my enthusiasm and cheerfulness to serve the guests!
E. I work here to show my value, not to enjoy it!
Three, the waiter how to maintain self-control
1, when they are in a bad mood, should not take out their emotions on the guests. (Emotional control)
2, when guests criticize our work, will make us embarrassed, we should be calm (keep calm).
3, when guests are rude to us, we should not return the favor but solve the problem politely, favorably and courteously. (Set the right role)
4, when the reception of more guests, the workload is larger, should pay attention to the service attitude and work efficiency. (Busy but not chaotic)
5, when the reception of fewer guests, less workload, should pay attention to strengthen the discipline. (Idle but not lazy)
6, to control the excessive expansion of selfishness, do not do a mistake of a thousand years of hate. (Cleanliness)
7, in the interaction with colleagues and superiors, should be calm and peaceful, encounter conflicts or quarrels, should be tolerant and calm. (Courtesy)
8, in daily work and life, be polite and disciplined. (Discipline)
Four, how to establish a strong sense of service
1, service is not divided into parts.
2, all guests are the first.
3, the service should be moral.
4. Competition will lose friends.