How to do the steps?
1. Preparation before ordering? Gfd demanded: behave in a dignified manner; Look focused; Active and friendly; Fluent in language. ? Food and beverage knowledge requirements, master: Chinese and foreign famous customs, food knowledge, nutrition knowledge, wine knowledge.
2, through the "look" and "listen" to try to figure out the customer? The age, sex, occupation and education level of visitors are all from other places or local places, whether they are having a light meal or a light business, whether they are entertaining friends for dinner or dating couples. Personality is flamboyant or vacant, depending on who is the host and who is the guest. ? Looking at the composition of personnel is the first impression of ordering students to obtain information. For example, most of the guests are classmates or friends, and most of them are family guests with children or the elderly. If you give each other humility, they are usually business guests who go by bus. ? The purpose of "listening" is to understand deeply on the basis of "seeing", and the requirement is to be able to listen to the words in the words and accurately grasp the needs and ideas of the guests. Judging the region from the conversation or understanding the relationship between customers and peers.
3. Submit the menu? Get enough and complete wine spectrum and menu at the service desk. ? After the guests are guided to their seats, the tea service is over, or at an appropriate time, they nod and ask the guests, "Excuse me, who wants to order?" ? After confirmation, submit the spectrum sheet to the guest's left, open the first page of the menu, hold down the menu in the lower left corner with your left hand, and hand it to the guest. When the guest takes the menu, take back your hand in time, and don't block the guest's sight or touch the guest. ? When ordering food, stand with your feet apart, shoulder-width in a T-shape, and stand next to the guest, with your body slightly tilted about 75 degrees. You shouldn't be too close or too far away from the guests. Hold the edge of the ordering clip with the thumb of the left hand, flip and buckle the ordering clip with the other four fingers, and hold the ordering clip smoothly on the forearm, with the ordering clip about 20 cm away from the eyes. When looking at the menu, guests should first fill in the description items such as document date, station number and number of people. When the guest looked at the menu for about a minute, he asked the guest, "May I order now, sir/madam?"
4, take the initiative to recommend and consult information to the guests? When guests blindly turn over the menu, they should introduce the corresponding arrangement position of dishes, drinks and recipes in time. When recommending and pointing out dishes, put your fingers together and point out the dishes on the menu concisely and cleanly; Don't point your pen at the menu, don't point between two lines of fonts, and don't block the corresponding text on the menu with your finger. At the same time, ask the guest, "What do you think of XX food?" Then make a brief introduction to the dishes immediately. ? Be good at using problems to obtain information and guide consumption. First, use open-ended questions to determine the overall requirements. "Special questions" (open-ended) can help us get each other's information and customers' ideas. The more information and ideas we have, the more accurately we can know each other's needs and improve the transaction rate. Then use closed questions to guide consumption. The advantages of "choice question" (closed): guiding customers to notice that the key point we want to emphasize is to arouse the other party to think in the direction we hope; Confirmation of requirements and scope locking; Guide and create customers' needs with preset questions.
5. Answer the guest's questions and master the recommendation principle? When asking about dishes, guests should introduce the categories, taste characteristics, cooking methods, efficacy and reasons of the dishes in time, and choose the appropriate dishes from different categories, similar tastes, similar efficacy or different categories, complementary tastes and complementary efficacy for promotion. ? When a guest asks a food order clerk to recommend a dish, he should pay attention to skills, ask the guest's customs, eating habits, consumption standards, special hobbies and taste requirements in clever language, then recommend the dishes that can meet the needs of the guests, and then recommend the appropriate dishes and drinks collocation scheme for the guests. ? When recommending food collocation schemes to guests, we should pay attention to the anti-collocation of various collocation proportions and tastes. ? Introduce the menu and the dishes recommended by the chef to the guests, and let them know the ingredients, taste and preparation methods of the dishes. ? Observe the sense of movement when selling. When the guests are hesitant or many guests disagree, they should identify the needs of the guests in time. It is not advisable to sell too many other dishes at this time. Don't force the guests to accept it.
6. Grasp the recommendation terms to guide consumption and eliminate customer objections? FAB principle is adopted in language combination. F is a feature, that is, an attribute; A is an advantage; B is interest. ? By combining the characteristics of the product and the skills of Lenovo, the two dishes were merged to get a brand-new statement. ? By means of limited sales, customers' choices are restricted or urged by their psychology. ? Emphasize the celebrity effect in the words of others. That is, with the help of social celebrities' evaluation of a dish, it is proved that it is of high quality and reasonable price, and it is worth buying. ? Divide the price of a dish into several portions and divide it into several portions. ? Follow the customer's opinion first, and then turn to the explanation. You're right ... but ...
7. Have marketing awareness and remind guests? Guests must be reminded of special dishes, such as dishes with special taste or long cooking time. ? When the guest orders more, give the customer a kind reminder.
8. Fill in the menu? Write down the waiter's name, station number, date and number of guests on the menu. ? The order of a la carte menu is: cold dishes, seafood, hot dishes (meat), hot dishes (cold), snacks and sweets. ? When writing, put the order menu on the order folder, not on the guest's desk. ? The requirements are as follows: the handwriting is clear and conforms to the specifications. Fill in according to the order of items on the menu. Fill in the menu separately for cold dishes and hot dishes. Indicate the time when the staple food is served. Remember the special requirements of the guests. Order the menu in quadruplicate. Indicate the date, time, table number, number of people and the name of the waiter. After filling it out, check it again.
9. Restate the menu? Repeat the dishes and drinks you ordered, and take back the menu after the guest confirms. Ask the guests to wait and nod. I wish the guests a pleasant meal, and then fill in the documents completely and distribute them to the relevant personnel.
10, send menu? Take back the guest's menu and put it on the service counter. ? Distribute the menu to cashier, kitchen, delivery department and waiter as soon as possible.