A 6 yuan guest in a restaurant gave a banquet, ordered crabs from the east, and the chef said that they were sold out after placing an order. The floor attendant explained the situation of returning the order to the guest, and the guest was furious: "Nothing! There is not even a flower crab, what hotel is that! "

The floor foreman went to the kitchen to ask, and the chopping block master in charge of selling orders responded: "There have been continuous rainstorms these days, and the market is out of stock. The selling orders have been marked with 10 for purchase. Didn't you see ... "

"Why don't you remind! What do you want me to tell the guests! "

……

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This kind of scene is not uncommon in restaurants, because poor communication leads to problems in work, floor staff and kitchen staff wrangle with each other and go their own way, and both sides stand in their own departments to talk. A team that should be United and harmonious is abruptly divided into two small teams, completely ignoring the smooth communication between the floor and the kitchen, which plays an important role in the normal operation of the restaurant.

It is the kitchen's job to provide customers with high-quality dishes in time, and the dining guests are the authoritative judges of the quality of dishes. What happens when guests eat, such as the number of dishes, the salty taste of dishes, and the need to heat soup and rice. , all need timely and close cooperation between the floor and the kitchen. Any problem with any detail may affect the overall impression of the restaurant.

So, how can we ensure the smooth communication between the floor and the kitchen?

Communication before meals.

Before eating, there is a lot of information that needs to be communicated between the floor and the kitchen, mainly in the following three categories:

1, Floor: Learn about the various dishes available in the kitchen that day.

Many restaurants are aware of the importance of this point, but it is not strictly implemented in their daily work. The direct result is the case introduced at the beginning of the article. If the guests don't order this or that, the resulting irritability will have a great impact on the follow-up service. More importantly, we can't recommend the restaurant's specialties to our guests, and the hotel can't cultivate gold-medal dishes.

2. Kitchen: communicate with the floor in time about the dishes specially introduced in the kitchen every day.

When recommending dishes, waiters should pay attention to the dishes urgently needed in the kitchen, because some dishes are not resistant to storage, such as green leafy vegetables (Radix Isatidis, Apocynum venetum and spinach). If these dishes are not sold for a long time, it will lead to the waste of food costs in restaurants.

3. Floor: communicate the requirements of the guests before receiving the team guests.

Before receiving group guests, the floor should communicate with the guest's type, taste requirements, number, age and special requirements, and communicate with the kitchen to let the kitchen know how many private rooms have been reserved, what special requirements the VIP has and what dishes to prepare.

For example, a company entertains Sichuan customers. After learning this information, the waiter communicated with the host, and specially added pepper to the cowboy king, as well as steamed oysters with garlic. After tasting, the guests were very satisfied and immediately praised the waiter and restaurant.

Specifically, the information transmitted between the floor and the kitchen before eating is as follows:

(1) food estimation table

Like oysters, I guess. Due to the recent heavy rain in Zhanjiang, Guangdong Province, the oyster pulp is insufficient, which affects the product quality. Jasmine is probably because the season has passed; Changdou estimates that it is estimated today because there are too many bug eyes and there are quality and safety problems.

② Quick push menu.

As I said before, some dishes can't be saved, especially the urgent menu in summer. For example, fresh Isatis indigotica leaves, clearing away heat and toxic materials, are one of the best health-preserving medicated diets in summer; Yuzhu old duck soup, clearing heat and moistening lung, promoting fluid production and quenching thirst; Stewed chicken with Agrocybe aegerita powder skin can't be returned to the pot, which will affect the taste.

③ seafood dishes must be pushed.

For example: Boston lobster, king sole, clam, and June is the most fertile season of the year.

④ Booked quantity

When the reservation reaches 70%, all kinds of dishes and sauces must be prepared in advance in the cold dish room; The pastry shop should prepare snacks ingredients and prepare various traps; Some semi-finished dishes are prefabricated in the hot dish room, such as stewed Liaoshen with white gourd and millet, and pork elbow with overlord in Xiangxi.

⑤ Requirements of special guests

For example, a table of distinguished guests requires that all the dishes are sugar-free, and the floor should inform the person in charge of each stall in the kitchen to track the quality of the dishes produced at this table and serve oatmeal to the guests, because oatmeal lowers blood sugar and is suitable for diabetic guests.

Communication during the meal.

At the peak of catering business, the main contradiction between the floor and the kitchen is the speed of delivering food, and the information of urging food at each station often keeps the kitchen busy; Another problem is the quality of the food, such as the wrong order, the wrong food, sundries, the wrong temperature and so on. Or the weight of the dish is not clear. Once a guest complains and tries to find out the source of responsibility, there will be a phenomenon that the kitchen and floor shirk their responsibilities and cannot be explained clearly.

Therefore, while ensuring the delivery speed, the kitchen must also ensure the color of the dishes and no impurities such as odor and dust. For some banquets and special dishes, the kitchen should work closely with the floor to ensure the best taste of the dishes.

For the floor, important information about what happened during the meal, such as salty food, light food, insufficient quantity, insufficient calories, request for spicy food, request for suspension of serving, etc. , should be timely feedback to the kitchen, the guest's opinions and problems should be solved or improved as soon as possible, so as not to cause the guest's dissatisfaction and complaints.

If the guest asks to return or change the dish, the reason is that he can't wait in time, and the floor should contact the kitchen immediately to do it as soon as possible; If the reason is that you can't finish eating, you should go to the kitchen to find out whether the food is semi-finished or finished before giving the answer.

Step 3 communicate after dinner

At the end of the meal, most restaurants will ask the service staff to ask the guests' opinions. This is a good move, which can not only make the guests feel kind and we care about them, but also let us know the shortcomings of the restaurant and correct them in time. The problem now is that many restaurants just go through the motions after asking for the opinions of their guests.

The floor should feed back the guests' opinions on food to the kitchen in time so that the kitchen can make necessary adjustments and arrangements. At the same time, the floor and the kitchen should hold a forum once a week to talk about each other's views, listen to the suggestions of the guests, and discuss the workflow and menu style.

abstract

Kitchen responsibilities: the kitchen should inform the estimated or sold-out dishes in time so that the ordering waiter can take the initiative to guide the guests to order; At the same time, actively solicit and listen to the opinions of the floor department with an open mind, constantly improve the work, and communicate smoothly with each other with a positive and sincere attitude.

Floor responsibility: the floor department should convey the opinions and suggestions of the guests to the kitchen in time to improve the product quality, make the products more marketable and satisfy the customers; At the same time, it is helpful to promote special, innovative or fast-selling dishes, and help the kitchen improve the quality problems such as speed, temperature and order of dishes.

The guarantee of restaurant's level and service quality lies in whether the floor and kitchen can operate harmoniously and whether smooth information communication can be established, which also determines whether the restaurant can create considerable economic benefits and become a successful restaurant.