Quality education for catering employees
Restaurant staff directly face customer service, and they meet many guests every day, and there are all kinds of guests. Although they are very careful in service, sometimes it is inevitable that they will be negligent for a while, causing harm to the guests; Or everything the service personnel do when serving is in line with the regulations, but it still can't satisfy the guests. The restaurant service staff here should take the principle of "customer first" and apologize to the guests for their understanding. As a waiter in a restaurant, we must know the types of customers, so that we can improvise, seize the opportunity, respond freely, conform to their needs and provide the best service.
to achieve the above services, you must pay attention to self-cultivation at ordinary times and don't lose your temper casually. Be sure to dress neatly, be dignified in appearance, have a kind attitude, be kind to others, be serious and responsible, cooperate quickly, be honest and not bully, be polite and thoughtful, and let the guests feel that the service they receive is impeccable. The provisions that should be observed are as follows.
● Manners of employees
The service personnel in the restaurant must dress neatly and have dignified manners when serving, so as to convince customers that the restaurant attaches great importance to cleaning services. Male waiters must always shave, dress neatly, clean their hands and nails, and pay attention to bad breath and body odor. Female waiters should comb their hair neatly and wear the specified hair cover; No other decorations except wedding rings and watches; Don't use bright nail polish, nails should be trimmed neatly; Wear the specified flat shoes and stockings, leaving a dignified and hygienic impression on the guests. Service personnel should not smoke or chew gum at work.
Polite, friendly and helpful attitude and moderate tone when speaking can enhance the beauty of the waiter.
Restaurant service personnel must be kind when serving, and be very careful when dealing with others. In the event of an accident, we should remember to be patient, resolve any dispute with sincerity, and take the principle of "customer first" as everything.
● Cooperation spirit of employees
Restaurant staff must be serious and responsible, and cooperate quickly, which can make the work more smooth. Waiters should not only be happy to be competent in their own work, but also be able to find and understand the difficulties of colleagues, and immediately know where and how to help colleagues. This spirit of active participation and cooperation is conducive to the smooth progress of the work.
● Honesty and courtesy of employees
Colleagues working in restaurants must respect each other and help each other; Abide by the rules of the restaurant, not greedy for money, not cheating guests, polite and thoughtful. In this way, when serving, we will win the favor of our guests.
As long as we pay attention to the cultivation of catering employees in peacetime, the business of restaurants can be better, and the purpose of making profits for restaurants can be achieved.
Pay attention to creating the atmosphere in restaurants
The fun of dining is to enjoy the atmosphere in restaurants besides tasting the food. A good atmosphere can not only give people visual enjoyment, but also stimulate people's appetite. There has been such a thing:
In a restaurant surrounded by big glass, pedestrians can be seen. About an hour before closing, all the other guests left, and we were lucky to sit at the window. After serving the food, while we were enjoying it happily, maybe the waiter was cleaning up the kitchen. They took out some garbage cans from the alley next to the store and put them on the side of the road just across a glass from us. It is a place to collect garbage at night. For us, it is like putting garbage in front of us. In addition, pedestrians on the road also throw garbage there, giving people a feeling of eating by the garbage bin, and they have no appetite for food.
When the restaurant closes, although there are still guests in the restaurant, it is careless to put the chairs upside down on the table and get ready to clean the floor. What's more, when we started cleaning, we drove the guests away. This kind of practice is extremely disrespectful to the guests. The correct way is to tell the guests to close the store as soon as possible, and then start cleaning after all the guests leave, even if it is a little late, it will only be ten minutes late. As long as you are in business hours, you should serve your guests well. Besides, this is not the time to clean up. For the waiter, the guest is the most important, and we must consider what kind of influence our work will bring to the guest's mood. Instead of doing what you want according to your temper.
Besides, after eating and drinking coffee, guests are busy cleaning up their utensils, and it is not good to be too early or too late. It's too early to think that you are driving them away, but too late, others will think that the service in this store is not good. It's been so long since we finished eating, and the service has not kept up.
in addition, we must pay attention to the temporary change of business hours. If it is really necessary to change, we must publicize it in advance to avoid trouble. "As long as the closing time of the restaurant is 31 minutes earlier than usual, the guest's protest call will come." When chatting, the person in charge of a large restaurant told me about the trouble caused by the temporary change of business hours.
guests will be disappointed when they think that the hotel is open and come in high spirits, but they see the closed door. If the business hours of restaurants are changed casually, people will feel that they have no credit. Since the business hours have been decided, they should be strictly observed. "There are probably no guests coming today, so close the door!" This idea is wrong. Even if only one guest comes, you should carry on the business and keep your promise. This is the reputation of the business.
Sometimes guests just want to enter the store, only to see the notice posted on the door that "all rooms are full today", and they will go back in frustration. When you hear the cheerful voice coming from the restaurant, you will be disappointed to think, "I finally came here, but I was shut out." Sometimes you will suddenly see the notice of "temporary closure today", which is very rude to the guests who have come here for a long time. If you have to temporarily suspend business or charter to others, you should inform the guests 7 ~ 11 days in advance. This is necessary, so that customers will feel that you are remembering him and thinking about him all the time.
The importance of foreman supervisor training
The hotel has general manager, director, manager, supervisor, foreman and ordinary employees at the post level. As the most basic management personnel, foreman supervisor plays an extremely important role in the hotel. However, in the past, the hotel only emphasized the importance of department manager, but ignored the grass-roots management personnel who had the most important tasks in all work, blaming the poor service quality of ordinary employees, but did not expect the decisive role of foreman supervisor in service quality. Because of the high mobility of middle-level management cadres in the hotel industry, it affects the sustainability of hotel development. At present, many hotels have begun to realize the powerful role of grass-roots managers in maintaining the basic operation of hotels. They ensure the normal operation of their departments without department managers. Because of the flattening of management, one manager is required to manage multiple employees, and the foreman supervisor just meets this requirement. Therefore, cultivating a group of backbone grassroots managers has become an important part of these hotels' development strategies. The foreman and supervisor are the most basic level of the hotel and the most important executive level of all work tasks in the hotel. The foreman supervisor is the management who has the most contact with guests and employees. Foremen and supervisors know the mentality and work skills of the employees they manage best, and they are also the first class that ordinary employees talk to when they encounter problems, such as dealing with guests, and they are the class that get the most information. Many hotels attach great importance to collecting the opinions of employees and guests, but have not paid any attention to the key role of foreman and supervisor in the process of collecting information. The information collected by subordinate employees is first handed over to the foreman and supervisor, and before this information is handed over, it may be screened by the foreman's supervisor level, so it is not comprehensive to ignore the feedback received by the foreman and supervisor level.
the foreman is the most important management that affects guests and employees. It is often the case that the hotel has a good development prospect. However, due to the management ability problems of a foreman or supervisor, the employees who belong to it are dissatisfied and choose to leave the hotel. It is not difficult to find these problems from the interview records of the resigned employees. The foreman or supervisor is the most contacted by employees. The quality of these grass-roots managers directly affects employees' impression of the hotel, their comments on the hotel management level and their willingness to stay in the hotel. Similarly, it also affects guests' image of the hotel. Therefore, the management who attaches importance to image should pay attention to the quality cultivation of their foreman and supervisor. But unfortunately, the foreman and supervisor are also the most easily overlooked management. Because of the service quality problems in hotels, which department manager is often mentioned, and then which employee is mentioned, but which foreman or supervisor is not mentioned. At this time, it seems that they have ignored it, and they are ashamed of themselves, but no one wants to listen and pay attention. At the same time, department managers are used to directing ordinary employees directly, instead of telling their foreman or supervisor to organize employees to complete tasks.
In fact, quite a few hotel foremen or supervisors don't know how to manage employees, understand the psychological dynamics of subordinates, and don't know how to calm employees' dissatisfaction. Because hotels must have satisfied employees to meet the needs of guests, and satisfied employees depend on the management of these grass-roots managers to a great extent, it seems not easy to find a cohesive team inside the hotel, mainly because these managers fail to better understand and manage the dissatisfaction of employees.