Whether a catering enterprise can develop continuously and stably in the fierce market competition and become a brand enterprise, the three pillars of catering, service and environment are indispensable. The promotion of dishes and environment requires manpower, financial resources and long-term investment. With the change of dining concept, people pay more and more attention to the service level of restaurants, and even regard the service level as an important basis for choosing restaurants. Therefore, improving the service level is the main means to get quick results with less investment.
The core of improving service level lies in improving the quality of service personnel, and service language is the most direct embodiment of the quality of service personnel. Language is a communication tool that people use to express their thoughts and communicate their feelings. The language of restaurant service is very different from the polite language in general lectures, speeches and interpersonal communication. To do a good job in service, especially service language, we only need to formulate corresponding training plans, train waiters according to procedures and standards, and constantly check and correct problems in the service process according to this set of procedures and standards, which can effectively improve the quality of employees and service quality. It should be said that the catering industry needs such research results very much. However, at present, the research on "standardization and artistry of service terms" is not deep and systematic enough. Based on this reality, this paper attempts to explain the basic requirements and application of service language in theory, and at the same time quotes a large number of real cases to make the article more popular and easy to understand, and provide reference for catering enterprises.
Basic requirements of standardization and artistry of service language
1. Formal requirements
(1) just right. Service is neither a lecture nor a sermon. Service personnel should express clearly, kindly and accurately when serving, and don't talk too much. Mainly to inspire customers to talk more, so that they can be respected and relaxed here, release psychological pressure, and express their willingness to consume and their views on the restaurant as much as possible.
(2) Audio service. Service without sound lacks enthusiasm and charm. In the process of service, you can't just bow and scrape, no greetings, only gestures, no language cooperation.
(3) Service in a low voice. The traditional service is to call for service, order food in the hall, and the singers have to pay for it. The modern service pays attention to light service, keeping a quiet world for guests, and requires three lightness (that is, speaking lightly, walking lightly and operating lightly).
(4) Clear service. Some service personnel are often shy or can't speak Mandarin well, so they can't provide clear services to the guests during the service process, which causes the guests' dissatisfaction. In particular, the names of newspapers often make customers puzzled and have to ask again. This hinders the communication between the host and the guest and delays the normal work.
(5) Putonghua service. Even restaurants with outstanding local flavor and style need to use dialect services to show their individuality, which cannot hinder normal communication. Therefore, waiters in such restaurants should also speak Mandarin, or managers above the foreman should also speak Mandarin, so as to use bilingual services, which can not only reflect their own personality, but also make communication smooth and clear.
2. Procedural requirements
(1) Welcome guests to the store.
(2) There is a farewell sound when guests leave the store.
(3) When guests help or show off, they are grateful.
(4) When guests are sick or see guests, they are greeted.
(5) Apologize for the poor service.
(6) There is a reminder before the service.
(7) The guest calls and responds.
It is helpful to check and guide the language specification of waiters to make corresponding requirements for service language in procedures.
Classification and Application of Service Language
1. address format
For example: Miss, Sir, Lady, Madam, Lady, Sister, Aunt, Comrade, Host, Teacher, Big Brother, etc.
The processing of this language has the following requirements:
(1) just right.
(2) clear and cordial.
(3) If you are not sure, you can address ordinary people as Mr. or Ms. ..
(4) flexibility.
For example, you already know that the guests are a mother and daughter coming to dinner together. It is inappropriate to call her daughter miss and her mother miss. It's time to call her aunt or lady. It seems that it is not enough for a lady with a certain status to come to dinner. You should call her teacher or lady at this time. It is proper for an old customer with status to call Mr. Wang when he comes to dinner for the first time. If he knows that it is General Manager Huang or General Manager Hu, or Director Zhang or Director Tan, he should not call Mr. Wang. Therefore, service personnel must remember the surnames, titles and positions of old customers and address them accordingly. In the usual reception work, guests are generally not called comrades or secretaries, but if they are meeting meals, it becomes reasonable to call them comrades or secretaries.
send one's regards to
For example: hello, sir! Good morning! Good afternoon (when meeting in the afternoon) Good evening (when meeting in the evening) Merry Christmas! Happy National Day! Happy Mid-Autumn Festival! Happy new year!
The processing of such languages has the following requirements:
(1) Pay attention to the sense of time and space. Greetings cannot be "hello, sir!" " In short, guests should have a sense of time and space, otherwise it will sound boring. For example, you say "Happy Mid-Autumn Festival, sir" to your guests on the Mid-Autumn Festival. It strengthens the festive atmosphere.
(2) Seize the opportunity. Say hello at the right time. Generally speaking, it is most appropriate to say hello when the guest is 1.5 meters away from you. For guests who are far away, you should only smile and nod, and don't say hello.
(3) cooperate with nodding or bowing. It is impolite to greet guests without nodding or bowing. For example, waiters in some restaurants will ask guests, "Where is the bathroom?" Sometimes, it is impolite to just use a far-end gesture to indicate the position, without language cooperation, or even just send away the guests with Nunu's mouth. If the waiter not only uses the far-end gesture, but also says to the guest, "Sir, please go straight ahead, it's on the corner on the right!" " "The guests will feel much better.
(4) When guests enter the door, they can't say "How many people are there?" "Do you eat?" At this time, we should only welcome and say, "Sir, please come with me!" " "You can't ask any more questions before you arrive at the lobby or elevator. For example, "What's my name, sir? When the other party says "My name is Liu". " Then, "Mr. Liu, how many people do you have today? ..... "This topic can be deepened.
3. Consulting language
The inquiry language is the inquiry language for soliciting opinions. Example: Sir, do you think we can serve now? Are you ready to open the wine, sir? Can I take this plate away, sir? Miss, what can I do for you? Miss, if you don't mind, may I adjust your seat?
Consulting language is often an important procedure of service. If omitted, it will cause confusion in service. Improper use of consulting language will make customers very unhappy. For example, the guest has ordered, and the waiter didn't ask the guest, "Sir, can I serve now?" "Sir, can you open your wine?" I took the liberty of serving food and opening wine. At this time, the guests may still be waiting for other important guests, or there are some important conversations that are not over. If you do this, the guests will be unhappy.
The waiter should use the language of inquiry when withdrawing the quotation. The author is very touched by this: some meals, the dishes I put on the plate have not been finished, and the waiter took the plate away without asking or saying hello, which really robbed me of my meal!
I have also encountered such a case: a couple went to a restaurant for dinner, but at this time the small dining table in the restaurant was full, so the waiter arranged for the guests to have dinner at the big round table. But after a while, eight more guests came. At this time, the big round table was full and the small square table by the window was empty. So the waiter simply said to the couple, "Please come here, both of you! There are many of them, let them sit at the big round table. " At this time, the guest was unhappy and said impatiently, "No! Let's just sit here and don't move! " At this moment, a restaurant supervisor came over, "I'm really sorry to have bothered you!" The small square table by the window is very emotional and convenient for two people to talk. If you don't mind, I'll put you through! Thank you for your support! " The guest immediately calmed down and agreed to the arrangement of the supervisor.
Therefore, when using this language, we should pay attention to the following points:
(1) Pay attention to the guest's body language. For example, when a guest looks around, or stands up from his seat, or waves, he is expressing his thoughts or demands with body language. At this time, the waiter should immediately go over and say, "Sir/Miss, can I help you?" "What can I do for you, sir/madam?"
(2) Use negotiation kiss. Often say, "Is this okay?" "Are you satisfied?" This kind of consulting language is added at the end of the sentence, which makes it more humble, and the service work is easier to get the support of the guests.
(3) Consultation should be regarded as a service procedure. Ask for advice first, and then act with the consent of the guests. Don't make your own decisions.
Quality of catering service personnel
Restaurant staff directly face customer service, and there are many guests in contact with them every day, all kinds of guests. Although they are very attentive in service, sometimes it is inevitable that they will be negligent for a while and cause harm to the guests; Or the service staff did everything in line with the regulations when serving food, but still could not satisfy the guests. The restaurant service staff here should take the principle of "customer first", apologize to the guests and strive 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, have a kind attitude, be kind to others, be serious and responsible, cooperate quickly, be honest and considerate, and make guests feel that the service they receive is impeccable. The regulations to be observed are as follows.
● The courtesy of the waiter.
The service staff of the restaurant must dress appropriately and behave in a dignified manner when serving, so as to convince customers that the restaurant focuses on cleaning services. Male waiters must always shave, dress neatly, clean their hands and nails, and pay attention to bad breath and body odor. The waitress should comb her hair neatly and wear a set of hair covers; There are no other decorations except wedding rings and watches; Do not 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 of voice can increase the beauty of the waiter. Restaurant service personnel must be kind when serving food and be very careful when dealing with others. In the event of an accident, remember to be patient, solve any disputes sincerely, and take "customer first" as everything.
● The cooperative spirit of waiters.
Restaurant staff must be serious and responsible and cooperate quickly, which can make the work more smooth. Waiters should not only be willing to be competent in their own work, but also be able to find and understand colleagues' difficulties 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 the waiter.
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. This will win the favor of the guests when serving food. As long as we pay attention to the cultivation of catering practitioners, the business of restaurants can be better and the purpose of profit can be achieved.
Attendant's appearance, manners, appearance
The service staff of the restaurant must dress appropriately and behave in a dignified manner when serving, so as to convince customers that the restaurant focuses on cleaning services. Male waiters must always shave, dress neatly, clean their hands and nails, and pay attention to bad breath and body odor. The waitress should comb her hair neatly and wear a set of hair covers; There are no other decorations except wedding rings and watches; Do not 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 of voice can increase the beauty of the waiter.
Restaurant service personnel must be kind when serving food and be very careful when dealing with others. In the event of an accident, remember to be patient, solve any disputes sincerely, and take "customer first" as everything.
How do waiters provide psychological services for guests?
How to convey positive and effective information to customers through behavior in the service process requires us to adopt personalized service to meet the needs of different customers and achieve service effects that exceed customers' expectations, so as to obtain customer satisfaction, retain customers and win customer loyalty. So, how can we "exceed customer expectations"? Below, we discuss how to win customer loyalty through individual behavior (that is, personalized service) from eight aspects.
1. Greet customers like guests. Wadi Allen once said that when customers come, business is 80% successful. In terms of customer service, 80% of success is to treat visiting customers like their own guests. Therefore, we ask the service staff to provide customers with timely greetings and conversations as soon as they enter the restaurant, and make them feel welcome with loud voices.
2. Praise frankly. Everyone likes to hear sincere compliments from others. Taking a few seconds to say some compliments to customers can effectively increase friendship with customers. Some employees, embarrassed to praise others, let themselves form the habit of praise, which will soon change your popularity and establish a harmonious and pleasant service and service atmosphere with customers.
3. Address by first name or surname. A person's name is his or her favorite voice. When appropriate, introduce yourself to customers and ask their names. If it's inconvenient, you can get the customer's name from the letter card, appointment form or other witnesses, and you will find that it will play an unexpected and effective role in your work. However, it is not appropriate to be too fast or too close. It is usually safer to call "Mr. X and Miss X". If people like to be called by their first names, they will tell them.
4. Learn to communicate with customers with eyes. When you can't speak loudly, you can make eye contact and tell the customer that you are willing to serve him. But it is important to arrange the time reasonably. We suggest adopting the rule of 10 second. Even if you are busy executing another person, you should make eye contact with customers within 10 seconds.
5. Say "please" and "thank you". It seems a bit trite. "Please" and "thank you" are important words and indispensable terms in service to establish close relationship with customers and gain their loyalty. That's easy to say, and it's worth our efforts.
6. Listen to customers' opinions and often ask "What should I do". Few people can really listen to criticism from others. In fact, listening to criticism provides the best opportunity to exceed expectations. It is important to listen to others' opinions, because some of the best ideas come from others' criticism of you. To be a good listener, we must first cultivate methods that are easy to accept criticism and listen to opinions. Always regard customers as the center of your concern; Let customers explain the situation clearly and let them fully understand their own needs. Don't show hostility, but ask questions in a sincere and rambling way. In a word, it is important to get feedback from customers in order to better evaluate their expectations.
7. Smile. As the saying goes, "You can't say you have a complete set of work clothes without laughing", or as the cynic says, "Smile, smile makes people want to know what you want to do". But more importantly, it tells customers that they have come to the right place and are in a friendly environment. Show people your sincerity with your eyes and mouth, and be happy with the arrival of customers.
8. Appreciate others and understand the differences between people. We treat our customers well and make them feel friendly.
Job responsibilities of the foreman
Hierarchical relationship
Direct superior: supervisor
Direct report: waiter
[Job responsibilities] Be a good assistant to the supervisor and lead the employees in this class to complete the tasks assigned by their superiors with good quality and quantity.
1. Check the table layout, cleanliness and hygiene, the supply of tableware and the completeness of equipment and facilities before eating.
2. Supervise the waiter's work during the meal, play a leading role and do a good job in on-site training.
3. Coordinate and communicate the work of restaurants, food delivery departments and kitchens.
4. Pay equal attention to special guests and important guests, introduce menu contents, recommend special dishes and answer guests' questions.
5. Pay attention to the guest's dining situation, handle special situations in time, and improve the guest's satisfaction rate: handle guest complaints in time and solve them properly.
6. Responsible for the supplement of tableware in the restaurant.
7. Implement the daily hygiene work plan, and keep the restaurant clean and the personal hygiene of the waiters.
8. After stopping business every day, be responsible for conducting a comprehensive inspection of the restaurant and filling out the business report.
9. Be responsible for evaluating subordinates and organizing the training of this position in a planned way.
Responsibilities of the usher
1 The usher greeted the guests politely at the entrance and guided them to the right seats. Help pull the chair to seat the guests.
Notify regional attendants to close menus and other services in time.
Clearly know the location and capacity of all seats in the restaurant. Make sure there are an appropriate number of people in the corresponding seats.
Distribute the guests to different areas evenly to balance the workload.
5. Record the guest's opinions and complaints, and report to the restaurant manager directly under him in time for handling.
Accept or politely refuse a guest's reservation.
Responsible for storing clothes, hats, umbrellas and other items.
Answer the phone and inform the receiver.
Service skills training and table design skills training
Body Language-Service Skills To be a good server, you must first be a good communicator. Waiters deal with guests all day, and they can't leave communication all the time. In the process of service, we often communicate with guests by listening, speaking, writing and body language, and body language is body language. Every movement, every look, every expression will affect the perfection of every communication process between you and your guests. Body language, also known as visual communication, takes up 55% of the information in the communication process, including eyes, body posture, gestures, facial expressions and so on.
1. Looking at each other with eyes during communication is the most powerful way of body language communication. When you use eye contact in communication, you are actually saying, "I am interested in you and I am paying attention to you." Eye contact is respect for each other. On the other hand, when you avoid eye contact, you usually think that you are not sure about yourself, lying or not caring about them. , so it will have a negative impact. As a waiter, using eye contact shows that you are confident and care about the person you are talking to.
2. Regarding the posture of the body, the posture of the body will also send a very clear message anytime and anywhere. For example, when you stand or walk, your chest collapses and you are listless, and you are telling the guests that you are tired, lack of confidence or bored, which will leave a bad impression on the guests and affect the overall image of the hotel. The waiter's posture should be chic and confident, and he should appear to feel good about himself and be full of confidence in his work.
Gestures include the movements of your hands, arms, shoulders and even your head when you speak. Gestures can help you explain a problem or support your statement. Gestures can add information and its changes, and can reflect a person's accomplishment and psychological quality. For example, the waiter playing with his hair and biting his lips will make people feel that your mood is unnatural or too casual, which will make guests suspicious.
About facial expression Your facial expression shows your attitude to a great extent. Most people pay attention to each other's expressions when communicating. They can tell from your facial expression whether you are happy, worried, angry or confused. Facial expressions are natural, and dull facial expressions are hard to accept. Facial expressions are not always consistent with words. When there is inconsistency, people tend to believe facial expressions, not your words. It can be seen that facial expressions play an important role in communication.
Setting the table is to put all kinds of tableware on the dining table as required, which is an important content in restaurant catering work. It is a technology, and the display quality directly affects the service quality and the appearance of the restaurant.
Standard requirements: first, lay the tablecloth, set the seats, put the tableware, wine utensils and table utensils clockwise, and fold the flowers. Make the dining table elegant and reasonable in design and orderly in behavior, in line with traditional habits. Small tableware is complete, neat and consistent, artistic, symmetrical in pattern and distance, and convenient to use.
Table setting is divided into Chinese food table setting and western food table setting.
Set the table for Chinese food: wash your hands first, and then set them in a certain order. Put the chairs on the left-hand tray and the right-hand tray.
1 set the tray: set the tray clockwise from the host's seat, and leave the edge of the table 1cm, with equal spacing between the trays.
2 Place chopsticks rack and chopsticks: the chopsticks rack is placed at the upper right of the dinner plate, and the back end of chopsticks is 0.5cm away from the edge of the dinner plate and 1cm away from the edge of the dinner plate, with the pattern upward.
3 soup bowl and strip: the soup bowl is placed in the left front of the plate, at a distance of 1cm, the strip is placed in the soup bowl, and the strip is left.
Wine set: three cups, grape wine glass, white wine glass and water glass are used for Chinese banquet. First, put the wine glass in front of the rotating tray, the wine glass on the right side of the right wine glass, and the water glass on the left side of the wine glass, with a distance of 1cm. Three cups are placed horizontally in a straight line, and the folded flowers are put in the cups.
5 sets of public tableware; Put a chopstick rack in front of the wine set between the owners, and put chopsticks. The hand-held ends of chopsticks are right.
6 pendulum toothpick
7 Place ashtray and matches: The ashtray is placed on the owner's right.
Setting menu: set it next to chopsticks paid to the owner, or stand it upright next to the owner's water cup.
9 rearrange the countertop, adjust the foundation, and finally put a vase to show the end.
10 Good habits of catering staff
The essence of excellent service is a habit of hotel staff. The hotel conducts a series of trainings, with the ultimate goal of cultivating employees to form good service habits. Quality service is an abstract concept with many different definitions, even if employees know it by heart, it is meaningless. Hotels should break down the big goal of quality service into different small goals and provide concrete and feasible operational guidance for employees. Otherwise, quality service will always be just a grandiose empty talk.
This paper attempts to provide a self-cultivation blueprint with clear purpose, clear specification and easy operation for hotel employees. This picture can't exhaust all the things that hotel employees should know and do, but as long as employees can develop the following habit of 10, this employee must be an excellent employee. If all hotel employees can form these habits, this hotel will definitely become an excellent hotel.
The first habit: employees must know the hotel's goals, values, beliefs and their scope of work.
The goal of the hotel can only be achieved through the efforts of all staff. Goals that only management knows are goals that have no foundation. What employees need to know most is the expectations and requirements of the hotel. Their knowledge and understanding of these goals directly affect the service quality of the hotel. Therefore, every employee has the obligation to know the goal of the hotel, and should further understand the work related to employees in various hotel strategies formulated around this fundamental goal.
The second habit: employees must call their guests by their first names as much as possible, anticipate and meet their needs, and send them off warmly and cordially.
Calling guests by their surnames shows respect and concern for them. Meeting the needs of guests is the basic requirement of service, but if you want to feel at home, you must constantly sum up in practice, foresee the needs of guests, and take the initiative to help guests solve their difficulties when they don't propose or think it is extra service. Similarly, don't forget to do a good job of seeing the guests off and send them away kindly, so that the whole service process is over.
The third habit: employees should not use guests' facilities and equipment during working hours. Whenever and wherever, actions should put customers first.
Employees should cultivate hotel awareness. Hotel consciousness means that the words and deeds of hotel employees should have the professionalism and demeanor of hotel employees. Should do:
Politeness: When you meet guests and colleagues, you should say hello and ask the guests if they need help.
Three lightness: walking lightly, speaking lightly and operating lightly. Quiet: When there are guests, you should stop the internal dialogue and pay attention to the needs of the guests. If you are talking to another guest or talking on the phone, you should greet the guest with your eyes. Because work requires passengers to keep quiet when using the elevator, don't talk loudly to colleagues or other guests.
Avoidance: when cleaning the guest room, if the guest returns to the room, he should take the initiative to ask whether to disturb the guest and take the initiative to avoid it.
Courtesy: When guests use the public facilities of the hotel, they should be polite and give priority to them. For example, let the guests get out of the elevator first, and let the guests go first in the corridor.
Convenience: Service is for the convenience of guests. Hotel attendants should not inconvenience the guests because they are serving them. For example, when cleaning public toilets, if there are guests who want to use them, let them use them first and then continue cleaning; Guests should not arrange waxing of the lobby floor during peak hours; Guests should not clean the elevator first when using it; Accompany the guests to the destination in the hotel, not just give them directions, and so on.
The fourth habit: be sure to smile at the guests and employees within 3 meters in front of you, so that the guests on the phone can hear your smile.
Smiling is an important habit of hotel staff. Smiling will not only bring joy to guests, but also resolve their dissatisfaction. We not only ask employees to smile at the guests, but more importantly, make smiling a part of employees' lives.
The fifth habit: in order to meet the needs of customers, make full use of the power given to you by the hotel until you seek the help of the general manager.
Meeting customers' needs is the source of hotel profits. As long as it meets the needs of guests, employees should have confidence in their own judgment and use the authorization of the hotel to solve the difficulties of guests. When necessary, don't be stingy to seek support and assistance from colleagues and superior managers in other departments until you bravely seek assistance directly from the general manager. Hotel managers should encourage and cultivate this spirit and courage of serving customers wholeheartedly.
Sixth habit: employees must constantly understand the shortcomings of the hotel and put forward your suggestions for improvement to make the service and quality of the hotel more perfect.
Any hotel has numerous shortcomings. Only by continuous improvement can the hotel adapt to the ever-changing competitive environment. Hotel management should create an open environment for employees to eliminate fear, and treat any employees' opinions and suggestions with the attitude and way of treating guests' complaints.
Seventh habit: communicate actively and eliminate prejudice between departments. Don't put the blame on other departments or colleagues. In the workplace, don't make negative comments on hotels.
When guests express their opinions, it is not uncommon for employees to shift the responsibility to other colleagues or other departments, or even to leaders. They don't understand that what the guests consider is not which department of the hotel and who should be responsible, but the hotel should be responsible. This shirking attitude of employees will make the guests more dissatisfied and further damage the overall image of the hotel. Therefore, it is necessary to distinguish the service inside and outside the hotel. Responsibilities should be clearly defined internally and the overall image of the hotel should be maintained externally.
Eighth habit: treat every guest's complaint as an opportunity to improve service. Listen and take the fastest action to solve the guest's complaints and ensure that the complaining guests are appeased. Make every effort to regain the trust of the guests.
Employees must realize that no guests are willing to complain.
Employees should regard every complaint of the guests as an opportunity to retain the guests, and must do everything possible to respond quickly and solve the problems in order to regain the confidence of the guests in the hotel.
The ninth habit: the uniform should be clean, tidy and fit, the shoes should be polished, the gfd should be upright and generous, and the post should be confident.
When employees take up their posts, they are full of energy, neat and confident, which not only expresses their attention and respect for the guests, but also fully demonstrates the image and management level of the enterprise. Self-confidence comes from the ability to control the work, satisfaction and related knowledge. Only confident employees can be proud of their work, and confident employees can be respected by guests.
The tenth habit: take good care of hotel property, and repair the hotel equipment and facilities as soon as possible.
Not caring for the hotel's assets is equivalent to increasing the hotel's operating costs. Without maintenance awareness and timely maintenance, the new hotel will soon become obsolete. Hotels don't have to pursue luxurious decoration and decoration, but they must have complete and constantly updated equipment, and employees should strive to create a pleasant stay environment for their guests.
The above contents are for reference only! Zhushun!