The six abilities of waiters

The six abilities of waiters are actually a habit of employees. The ultimate goal of enterprises to carry out a series of training is to cultivate employees to form good service habits, so as to provide quality services to customers who enter the store. Here are six abilities that waiters have. Six Abilities of Waiters 1

The six basic skills that restaurant waiters should possess are:

1. A sense of responsibility, basic professional ethics and good discipline.

2. Good health, dignified appearance, gentle personality and stable mood.

3. Have graduated from high school or tourism vocational high school.

4. Have the ability of serving English conversation in primary restaurants.

5. Have 1 years working experience in restaurants and master restaurant service procedures.

6. Be flexible, nimble and quick-witted. Have skilled service skills.

Restaurant service is a complicated and important job. From the point of view of marketing, if the results of catering work are regarded as products provided to the society, then meals for people are the core of this product, and restaurant service is the extension of this product.

Analyzing the relationship between the whole and the part, the restaurant serves as the window of catering work, and the waiter is the "eyes and ears" of the chef.

To make people satisfied with the products of catering work, it is necessary not only to provide people with delicious meals, but also to cooperate with high-quality services. However, restaurant service is done by restaurant waiters. To do this work well, it is necessary to choose people with good quality as waiters.

Job description of a waiter in a restaurant:

1. Do a comprehensive sanitation work before starting a meal, and do a good job in the sanitation work in the area in which you are responsible to ensure an elegant and clean sanitation environment.

2. Obey the arrangement of the foreman, and do all the preparations for the meal according to the working procedures and standards: change the tablecloth and set the table according to the standards; Clean dining room tables, chairs and turntables. Prepare for dinner: tray, ice bucket, ice bucket rack, thermos bottle, ashtray, food and drink order, soy sauce pot and all tableware needed for preparing wine cart and dinner.

3. After the meal, provide quality services to the guests according to service procedures and standards: ordering, serving, wine service and checkout. Accurately understand the dishes served daily and work closely with the dish delivery staff.

4. Try to help the guests solve all kinds of problems in the dining process, and reflect the guest's problems and complaints to the head waiter when necessary to seek solutions.

5. After the shift, do a good job of handover and finishing work with the next shift.

6. Replenish tableware and countertops quickly to ensure cleanliness and hygiene after meals. Six abilities of waiters 2

Six "new" skills of top service personnel 1. Contingency ability

Unexpected events are common in service. When dealing with such events, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes and make appropriate concessions. Especially when the responsibility lies with the waiter, we should dare to admit our mistakes and apologize and compensate the guests in time.

In general, the guest's mood is a mirror of the service provided by the waiter. When a contradiction occurs, the waiter should first consider whether the fault is on his own side. When handling complaints, the premise is to meet the reasonable and legal requirements of the guests.

second, marketing ability

a waiter should not only complete his own job according to the working procedures, but also actively introduce other service items to the guests. This is not only an important way to fully tap the service potential, but also the need to reflect the waiter's sense of ownership.

although the service department has special personnel to carry out marketing, their marketing is an external marketing, and the internal marketing needs the waiters of all positions to do it together. Only when all employees are concerned about the marketing of restaurants and always have a sense of market can we seize every opportunity to do a good job in internal marketing of guests.

This requires the waiter not to wait for the guests' requests, but to be good at seizing the opportunity to promote various services and products of the restaurant to the guests and fully tap the consumption potential of the guests. Therefore, waiters should have a comprehensive understanding of various services, and be good at observing and analyzing customers' consumption needs and psychology, and provide thoughtful marketing services to customers when they are interested.

Third, language ability

Language is an important tool and way for a waiter to establish a good relationship with his guests and leave a deep impression. It reflects the waiter's spiritual cultivation, temperament and attitude. The two most important aspects that guests can feel are the words and deeds of the waiter.

When expressing, the waiter should pay attention to the natural smoothness and affability of his tone, keep a constant speed of speech, and be calm and polite at all times. Words that show respect and modesty can often ease the tone, such as "you, please, sorry, if, can" and so on.

In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests. According to the research of related scholars, body language also plays a very important role in the expression of content.

when using language, waiters should use body language appropriately, such as using appropriate gestures and actions, and combining with oral expression language to create an atmosphere that is easy for guests to accept and satisfy.

IV. Communicative ability

A hotel is a place where a lot of interpersonal communication takes place. Every waiter has extensive contact with colleagues, superiors and subordinates, especially a large number of guests every day, and will have a variety of interactive relationships with guests based on service.

properly handling these relationships will make guests feel respected, valued and treated well. This feeling of the guests will play an inestimable role in the sustained prosperity of the business and the promotion and dissemination of corporate brands. Good communication skills are an important basis for waiters to achieve these goals.

V. Memory ability

During the service, guests will ask the waiter some questions such as restaurant service items, star rating, service facilities, special dishes, prices of tea and snacks, or urban transportation and tourism.

At this time, the waiter should become the "walking dictionary" and "compass" of the guests according to what he usually gets from experience or purposefully accumulates, so that the guests can know all kinds of information they need in time. This is not only a service direction and guidance, but also a service that can be appreciated by guests.

In addition, the waiter will often encounter the substantive delayed service that the guest needs, that is, the guest will have some matters entrusted to the waiter, or need some refreshments during the meal, between the proposal and the provision of these services;

there is a long or short time difference, so it is necessary for the waiter to firmly remember the service required by the guests and provide it accurately at a later time. If the services required by the guests are forced to be delayed or not satisfied because of forgetting, it will have a bad influence on the image of the enterprise.

VI. Observability

There are three kinds of services provided by service personnel for guests. The first is the service demand that the guests have clearly stated. As long as they have skilled service skills, it is generally easier to do this well.

the first service is passive, while the latter two services are active. The provision of potential services emphasizes the initiative of waiters. Therefore, the essence of observation ability lies in being good at thinking what the guests think and delivering the service timely and properly before the guests speak.

the second kind is routine service, that is, service that should be provided to guests without reminding them. For example, when a guest sits down in a restaurant and prepares to eat, the waiter should quickly pour tea, put away paper towels or towels for the guest; When a guest comes in with a lot of luggage, the waiter will come forward to help.

the third type is the potential service demand that the guest has not thought of, can't think of or is considering. Being able to see through the potential needs of guests at a glance is the most worthy service skill of waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And the provision of this service is the most valuable part of all services. The six abilities of waiters 3

Communication ability

Hotel restaurant is a place where people get along with each other in a centralized way. Every waiter will make general contact with friends, superiors, subordinates and especially many customers every day, and will have various relationships with customers according to the service items. Properly solving this relationship may make customers feel valued, valued and treated favorably.

the customer's experience may be invaluable for the continuous prosperity of operation and the publicity, planning and dissemination of corporate brands. Excellent communication skills are the key to the waiter's overall goal.

observing the working ability

there are three kinds of service projects that the service project staff give to customers. One is the service project requirements that customers have established very well, and it is generally very easy to do this well as long as they have skilled service skills. The second is the routine service, that is, the service that should be given to customers without customer prompting.

For example, when customers sit in a restaurant and prepare meals in advance, waiters should quickly pour tea, put away toilet paper or cotton towels; In the lobby, as soon as customers with many suitcases enter the door, the waiter needs to help. The third is the potential service project requirements that customers have not remembered, can't remember or have considered.

Being good at seeing through such potential requirements of customers at a glance is a service project skill that the waiter deserves no doubt. This requires the waiter to have a sensitive ability to observe the work and turn such potential requirements into immediate and reliable services.

and this kind of service is a useful part of all the services. This kind of service project is negative, while the latter two kinds of service projects are conscious, while the giving of potential service projects pays more attention to the consciousness of waiters. The essence of observation work ability depends on being good at thinking about customers' feelings and delivering service items immediately and properly before customers open their mouths to explain.

Memory

In the whole process of service items, customers often ask the waiters clearly some difficult questions such as new hotel service items, star rating levels, public service facilities, local specialties, prices of tobacco, alcohol, tea and snacks, or urban public transportation and holiday tourism.

At this time, the waiter needs to become the "walking dictionary" and "compass" of the customer with his usual work experience or purposeful accumulation, so that the customer can know all kinds of information he needs in time. This is a kind of service project that is biased and guided correctly, and it is also a kind of service project that can be appreciated by customers.

Waiters will continue to habitually encounter substantive delayed service items necessary for customers. That is to say, customers will have some matters that they trust the waiter to apply for, or they must have some alcoholic snacks when they are in the restaurant. There is a long or short time difference between the clear proposal and the giving of this service;

At this time, the hotel waiter must remember the service items that customers need and give them accurately in the later time. If the service items needed by customers are forced to be delayed or simply abandoned, it will do harm to the brand image of hotel restaurants.

communication skills

unexpected events in service projects are common. When solving this kind of things, the waiter should uphold the service tenet of "the customer is always right", be good at standing on the customer's point of view, do his best to consider the customer and be able to make moderate compromises.

especially those whose obligations are mostly on the waiter's side should be brave enough to admit their mistakes and give customers timely apologies and compensation. Under normal circumstances, the customer's mentality is a mirror of the service items given by the waiter. When differences arise, the waiter should first fully consider whether the inaccuracy is on his own side.

marketing promotion ability

a waiter should not only do his own job well according to the procedures in his work, but also actively introduce various other services to customers and sell products to them. This is the key way to fully explore the development potential of indoor space application of service projects, and it is also necessary to reflect the master spirit of waiters and actively give services to customers.