Characteristics of special catering service
Special catering services should be warm, friendly, polite, knowledgeable, consistent, effective communication, efficient, trust-building, quick service, exceeding expectations, flexible and alert.
Our service tenet is: as long as guests come to our store, we will give them happiness; When guests come to the store, we must provide them with the food and drinks they want, and we must ensure that the guests are happy and avoid anything that destroys the elegance and worries of dining.
The nine basic principles of catering service seem to refer to different kinds of behaviors, but in fact these behaviors constitute the service criteria for entertaining customers; From auto repair to beauty salon to catering, providing services is the core of any business. In industries that have been in contact with customers for more than one month, this factor is more important to the success of the business. Dining is a very personalized activity because it contains both emotional and rational factors. It is highly concerned about its guests and makes them feel comfortable. In other words, special catering service is a prominent feature of the best dining place, and special catering service should make guests feel happy when eating out.
The waiter should not only meet the requirements put forward by the guests, but also consider and meet the unexpressed requirements of the guests in advance.
The special catering service must be worthy of the name, and the first impression is very important: there is only one chance to leave a good first impression, which has become the mantra of the quality-oriented service industry; In the catering industry, customers decide whether to eat here or not within minutes of entering the restaurant. An excellent waiter will never forget this frequently quoted effective maxim.
A restaurant includes green plants, decoration, interior furnishings, equipment and staff. When everything presents a clean and tidy appearance, guests' worries about the invisible parts and the sanitary condition of the kitchen will disappear. On the contrary, an oil stain on the carpet, a crumb on the chair and a spot on the wall will all sweep away the pleasure of guests coming to eat, and the stubbed cigarette butts or unclean customers in the aisle will leave a very deep bad impression on customers who intend to come here to eat.
The nine basic principles of catering service industry are integrated, representing all aspects of service, and making guests feel comfortable is the same goal. Then when two or more principles are explained, * * * together constitute the service criterion. Special catering service is warm, friendly and courteous.
A warm and friendly welcome will make guests relax and enjoy their food, which is the same as a warm welcome. The warm farewell party made the guests feel grateful and encouraged them to come again. A good waiter should be sensitive to the needs of the guests, not only when serving, but also during the whole meal.
Objective: Some guests seldom come to restaurants to chat with waiters, but most people want to chat with friends. Frequent customers may establish friendly relations with restaurant staff through chatting, and some even regard the restaurant as their second restaurant or home; Polite service makes unpredictable social activities go smoothly, and makes them feel that there is nothing to worry about intentionally or unintentionally. Polite behavior will create a comfortable atmosphere, so guests also know what kind of service to expect.
Characteristic catering service is to have rich catering knowledge.
First of all, guests often ask about menus or drinks. A waiter who knows the menu knowledge (ingredients and cooking techniques of dishes on the menu, styles of dishes, drinks, etc.) can help guests order food and drinks from the menu and wine list. The waiter can and should name the special dishes of the day and other dishes not listed on the menu to help them make a meal decision. Guests don't order unfamiliar dishes.
An excellent waiter should not only know how to answer the guests' questions, but also let the guests really understand the club. For example: garlic, onions, nuts, some customers will be allergic or sick after eating these.
Special catering services must be efficient.
Efficiency is very important to waiters and restaurants for obvious reasons. First, get twice the result with half the effort (make more money); Secondly, guests will feel very comfortable when they see the waiter clean and tidy, and keep silent to the waiter. If the waiter is in a hurry, the service will be inappropriate and will affect the guests. Inefficient service wastes everyone's time, affects the dining process, and also destroys the atmosphere of trust, and the service is not in place. Smart exercise, saving and cooperative attitude will make the work of waiters easier.
Special catering service is a reasonable arrangement of time.
Excellent waiters will consider and meet the guests' dining needs in advance, that is, they will provide dishes or services that satisfy the guests before they realize it.
1, after the guests sit down and browse the menu, they should order at an appropriate time.
Tableware should be put away before the guests need it. There is nothing more frustrating for a guest than staring at a snack without a fork or spoon.
Don't wait too long between two dishes. Carefully arrange the serving time of each dish to ensure that the guests eat the freshest food with moderate temperature.
You shouldn't add water or iced tea, bread or butter when the guest asks.
Coffee or tea water should not be cooled slowly in front of guests before serving cream and sugar. Cream and sugar should be served before coffee and sugar.
6. When the guests say they are ready to check out after dinner, the bill should be delivered quietly and unobtrusively.
7. Guests should not feel urged. When they are in a hurry, such as going to the theater to see a play before the opening ceremony, or traveling, they should adjust the dining speed as much as possible so that guests can have a good meal within the available dining time.
Special catering services must be flexible and alert.
The composition of special catering services not only follows a set of principles, but sometimes the rules must be flexible; For example, a guest may want appetizers and salads instead of appetizers and main courses, or the dishes ordered are not in the order of the menu. For example, some guests prefer to pour their own wine, which often happens to guests in wine-producing countries, which is also an easy requirement to consider; If two guests are having an in-depth conversation, usually when serving, the food for the left guest should be served from the right and the food for the left guest should be served from the left. As for when and where flexibility is needed, it requires keen judgment.
Special catering service is always the same.
People come to a restaurant for different reasons for the first time, but they come again for only one reason: they like the restaurant, the food and the service. The nine basic principles of the catering service industry will make people come back for dinner again, and consistently providing high-quality food and service is the only way to prosper. The unstable service will not let the guests come again. Poor service is a trivial matter, even if it is not the fault of the waiter, the two chefs named by the guests happen to be ill. If the refrigerator is broken, it will affect the customers who have eaten here to come back; The remaining influence on customers' attendance is word of mouth, and the key to lasting prosperity is to provide special catering services for every customer every day, week, month and year.
Special catering services must be effectively communicated.
The art of communication is to convey the right amount of information when necessary. If the waiter introduces special dishes that are not on the menu or suggests adding other dishes and drinks to make customers eat better, this restaurant is providing quality service. For example, the waiter may suggest steak with a dish: "Many of our guests like fried onions like roses when eating steak.
A good waiter can see what the guests want to know and provide information in a quiet way instead of ostentatious. Showing off knowledge will make guests feel uncomfortable and dissatisfied, because they will feel condescending to others. Only by transmitting information in an appropriate way can this requirement be met. Some guests can quickly understand humor, while others like to keep their distance. Excellent waiters will adjust their communication methods according to the contract, and the type of restaurant often determines the way of conversation between waiters and guests. Restaurants, families, fast food restaurants and restaurants covered with white tablecloths will form different ways of communication in different dining occasions. A good waiter will always find what the guests may need in the "observation table". For example, when the guests turn around, the attentive waiter will approach and immediately show what the guests need → add another dish, another plate, separate the food, or add some cheese. Effective communication can be achieved through other channels. The uniform laid the style of the restaurant; Establish a communication method that waiters and guests can see at a glance. Polo shirts (open-necked short sleeves) and trousers express a sense of leisure, while long French aprons indicate higher grades.
Special catering services must build trust. A trust relationship has been established between the waiter and the guest. Customers are very concerned about the accurate description of dishes on the menu and the compliance with health and hygiene standards. For example, when a guest orders decaffeinated coffee, he only knows from the waiter that he is actually drinking decaffeinated coffee, which will gradually undermine the trust established by the next meal. Similarly, if a guest is allergic to garlic and asks if there is garlic in the dish, the waiter says no, the guest will eat it, but in the early morning, the guest will wake up with palpitations, and the trust bond that the guest will never come to eat again is the business center of repeat customers.
Special catering services must exceed expectations. Customers who come again want to enjoy the same level of service every time they eat. Excellent waiters are always trying to find ways to make the customer dining manager happier. There is no best service, only better service, calling out the guest's name and giving the child a small touch like a toy are all set up to make the guest forget. When you make a mistake, you need to apologize, but if the manager can give you a glass of wine, it will undoubtedly make the guests appreciate it, because it will definitely exceed expectations.
Western food services: French, Russian, English, American, butler, buffet, counter, cafeteria, French16th century French banquet mode, Louis 14 in 1680. ...
Personal qualities of professional waiters: A professional waiter must have certain appearance characteristics if he wants to succeed.
Appearance characteristics: The first impression (perhaps the most permanent impression) left by a professional waiter is formed by his or her appearance. This impression should be a positive image. No matter what kind of uniforms, dinner clothes, long clothes or fashionable clothes, they are all signs of professionalism. Uniforms should be clean, neat, brand-new and well dressed, which is what restaurant staff must do. People who dress well look natural because they are clean themselves.
1, the waiter's hair is neatly combed.
2, nails trimmed clean, neat, no nail polish.
The waiter cleaned his teeth and flossed them.
4. The waiter's clothes fit
5, waiter shoes polished, no damage (no whore)
Waiters should wash their hands every half hour. They should be like dentists. Their breath should not smell, and people should not smell onions and garlic or smoke. Cologne and various perfumes conflict with the flavor of food, so waiters should avoid using them.
Behavioral characteristics: The most important behavioral characteristic of professional waiters is their ability to deal with people. No matter how beautiful they look and how knowledgeable they are, they can't replace this innate trait. However, it is very easy to pay close attention to customers from beginning to end. Some customers are eccentric and demanding, and they expect the service staff to be happy and efficient forever. Everyone will have a bad time occasionally, but professional service should never let guests see these bad times.