Don't understand each other
In other words, a chef is a craftsman. They have an indescribable pride in their elaborate dishes. Every chef is an "artist", and they regard every dish they create as a "work". Compared with the requirements of customers, they value their ideas and feelings as chefs more. On the contrary, the receptionist doesn't understand the chef's hard work and value. Because they don't understand the time, labor and emotion that the chef spends cooking a dish, it is easier to ignore the chef's mood under the guise of how customers ask.
If this behavior happens again and again, the chef will think, "That kid can't even cook a decent dish, but he comes here to make irresponsible remarks …" Then he will be dissatisfied because he looks down on each other. On the contrary, the former will "reciprocate" and despise or fool the kitchen with the attitude of "an old stubborn man who knows nothing but cooking ...". For the customers who eat in the store, who wants to patronize this restaurant with a contradiction between the front hall and the kitchen?
How can we bridge this gap? What does the customer mean to the restaurant? Customers are the gods who come to your store to taste delicious food. Whether in the kitchen or in the front hall, everyone's purpose is to provide satisfactory service to customers. If the two sides of the dispute stand clearly and do not give in to each other, it means that they do not understand each other's work and cannot share information with each other. This is why the bigger the restaurant, the more intense the opposition between the front hall and the kitchen.
As a receptionist, are you familiar with our menu? Do you know anything about each dish from raw materials, cooking methods, cooking steps to formal serving and how to season it? If you know that the kitchen is busy, can you skillfully guide customers to choose some relatively simple dishes, or through the cooperation of the above details, reduce the work pressure of the kitchen, so as to prevent customers from choosing time-consuming and laborious dishes to cook? If we can explain and give feedback to customers in time according to the situation of the kitchen, such as "Your order may take 15 minutes to be ready, do you mind …", the customer complaint rate can be greatly reduced.
The chef's cold reception will make others depressed.
On the contrary, the kitchen staff never know what the customer said to the front desk clerk. When customers complain that "this dish is so cold" and "this dish is so salty", do you want me to get high blood pressure? Obviously, front desk attendants who provide direct service to customers face to face are often accused by some customers seemingly unintentionally. It's hard to be accused, and some customers will ask to change dishes or ask not to add xx ingredients to xx dishes ... When the waiter in the current hall conveys some customers' requirements to the kitchen, if he is given a cold reception by the kitchen again, his mind will be easily hurt.
First of all, information sharing between the front room and the back kitchen is very important. When training front office attendants, it is recommended to incorporate the knowledge of dishes in the menu into the training. In addition, you can also use the time of the morning meeting to let the kitchen send someone to explain the contents of the daily recommended dishes. At the same time, we can introduce a short-term kitchen experience system for internal employees, so that front office attendants can enter the kitchen in batches to do dishes and cleaning, and strengthen their understanding of kitchen work.
In addition, the work of kitchen staff is confined to a narrow space far away from customers. In addition to cooking every day, it is easy to ignore the existence of customers. Therefore, it is suggested that chefs go to the front hall regularly, understand the needs of customers through direct communication with them, and observe and feel from the perspective of the front hall. If it is a casual tea restaurant, when the store is short of staff, the kitchen staff can also serve instead of the waiter and communicate face to face with the customers. Usually the kitchen can't hear customers' complaints, and of course it can't hear customers' praise. Taking the initiative to create opportunities helps to stimulate the enthusiasm of kitchen staff.
Respect the chef's skills, but don't indulge.
The kitchen should also understand the data related to restaurant management, such as restaurant budget, performance and operational efficiency, as well as questionnaires reflecting customers' voices. In addition, when the mall holds a meeting with the theme of improving the reception quality of the front office service, the kitchen staff should also be invited to participate. As a member of the restaurant, the kitchen should cultivate the sense of responsibility of store marketing, attracting customers and serving the reception.
Either the chef's restaurant operator and manager are prone to make a mistake or indulge the kitchen. For them, the chef in the back kitchen has professional skills that they don't have, so these people can't afford to offend. As a result, the restaurant became the chef's world. Suppose the chef in your shop is shouting "Can you do this job …" in the back kitchen. How does the waiter who works in this shop get the customer's voice to the kitchen?
It is important to respect the opinions of chefs with excellent cooking skills, but if these opinions ignore the existence of customers, they can't continue to indulge them to do whatever they want. No enterprise is willing to hire employees who violate corporate values and core concepts and violate corporate rules and regulations, even skilled chefs.