Flow chart of catering important guests reception
Reception skills of catering service. Value platform
Sitting at the check-in counter (also known as the stands) is the daily work of restaurant service personnel. The number of tables of a waiter, that is, the number of receptions and the quality of service, is an important criterion to measure his service ability. Sitting at the check-in counter is more complicated and changeable than receiving a banquet. To do a good job at the counter, the waiter should not only have a good service attitude, rich reception knowledge, skilled service skills and the ability to deal with problems flexibly, but also master the special laws and methods of the counter. This paper mainly explains the methods and requirements of energy distribution, work order arrangement, sitting position, recording table and paying the bill for the waiters in the post.
Second, we should allocate energy reasonably.
An experienced waiter usually looks at four tables. At the peak of the restaurant, he can receive 5-8 groups of customers at the same time. Things are complicated and the workload is heavy. This requires the waiter not only to enter the role like an actor performing on the stage, but also to concentrate on the reception work and allocate his energy reasonably, that is, attention. The experienced old service in the industry summarizes the energy distribution mode of the value desk as? One, two, three? . For example, when receiving a customer or a group of customers, we should consider other customers; When you do something, you should think about what you are going to do next or by the way. The practice of many waiters on duty proves that these three sentences can be regarded as experience.
The energy distribution in the workplace should be focused and improvised. Key points of energy distribution when the duty station is on duty;
First, welcome guests to their seats: after the opening of the market, and even throughout the reception work, the waiter should always observe the main entrance and pay attention to the customers entering and leaving. When you see a customer coming in, you should come forward in time to give a warm welcome and sit down. Don't give them the cold shoulder. For customers who go out after dinner, you should pay attention to whether they check out.
The second is prevention? Accounts leaked? 、? Running orders? . To prevent evasion, we should pay special attention to several situations: a single customer and a group of customers should pay special attention to a single customer; Strangers and regular customers should pay special attention to strangers; Customers sitting at the door and customers sitting at the door should pay special attention to customers sitting at the door; Customers who have just started eating and those who are about to finish eating should pay special attention to those who are about to finish eating.
The third is to remember the station, that is, which station which customer asked for what and ate what, so as to remember clearly and prevent the wrong dishes or miscalculations.
Third, be diligent in your eyes, your mouth and your hands and feet.
The duty desk should not only concentrate and distribute energy reasonably, but also be diligent in eyes, mouth and hands, so as to make the reception work more active, timely and comprehensive.
So-called? Eye-catching means that when you are on duty, the waiter should face the customer even if there is nothing to do, and stand in a place where things are convenient and you can see the overall situation at any time, so that you can look around and listen to all directions. The scope of regular observation is: customers' access, customers' eating degree, customers' behaviors and actions, etc. And according to the customer's behavior and actions, such as getting up, looking around, shaking his head, gesturing, etc. , accurately judge the customer's requirements and actively meet them in time. Several situations that may be encountered during the check-in process and their solutions are as follows:
(a), the customer got up and looked around or came to the service desk, indicating that the customer has something to find a waiter, and the waiter should take the initiative to meet.
(2) When the customer pours wine, tea or drinks, he shakes the hip flask, indicating that the wine or tea is finished. The waiter should take the initiative to meet him and ask whether to add wine or tea, or drink.
(3) When you see that the customer is running out of wine or tea and you are looking at the waiter, you should take the initiative to ask if you want to add it.
(4) When customers see that the soup is cold, they should take the initiative to ask whether it needs to be heated.
(5) When the customer shakes his head or shakes his head while tasting food, the waiter should take the initiative to know the situation and handle it properly.
(6), see customers eat full head big sweat, to timely pass the towel.
(7) When customers are drunk, they should take the initiative to send hot towels or hangover drinks.
(eight), see the customer look pale, should take the initiative to ask whether sick, and timely help to deal with.
(9) When customers use chopsticks or other methods to open a bottle, they should take the initiative to help open it.
(10) When you see or hear chopsticks, spoons or other tableware falling on the ground, you should take the initiative to fill them up and explain the damaged things clearly.
So-called? Careful? It means that when the waiter is on duty, he should answer questions and be responsive, and he should take the initiative to introduce and ask about the situation. Sometimes the customer calls and the waiter is busy with something and can't arrive right away. What should I do? Before the sound comes? Answer in time.
So-called? Handy？ 、? Foot work? It is to ask the waiter to walk around the table where he is responsible and take a look in time. When doing things, you should skillfully do what you can by the way, try not to take empty roads and take less empty roads.
Fourth, we should arrange the work order.
A waiter often handles several things at once. Therefore, the waiter must distinguish the priorities of things, arrange the procedures, and be busy but not chaotic, fast and good, anxious and unhurried, and clean.
Generally speaking, the first things that need to be done urgently are:
(a), see customers enter the store, you can put down the general work, first welcome the guests to sit down; If there is something urgent, you should also greet the guests first, explain the reasons and ask them to wait for a while.
(2) When delivering food, the food delivery staff can put down the general work and serve the food first, especially some unfinished dishes, and they should come to the stage in time without delay.
(3) For customers in a hurry, try to arrange serving first.
(4) Under normal circumstances, if you add food and wine, you should arrange it in time. If cold dishes and soups need to be reheated, they should be arranged as soon as possible, and the added dishes can be simplified.
(5) For drinkers, cold dishes can be served first, and then other dishes can be arranged calmly.
(6) Customers who have finished eating should be reimbursed and settled in time, which cannot be ignored.
(7) If a stranger and a regular customer eat at the same time, you can say hello to the regular customer first and then receive the stranger, instead of just receiving the regular customer and ignoring the stranger.
5. Be polite and steady, and urge customers.
An important feature that distinguishes restaurants from other general stores is that their business hours are concentrated in the middle and late hours. During the peak period, places, tables and stools are often not enough, dishes are not cooked in time, and staff are too busy. At other times, the venue and equipment are empty and the staff are idle. Faced with this situation, in order to provide good service, reasonable turnover and expand economic effect, waiters must master the skills of being polite, stable and urging customers on the basis of ensuring service quality, so as to let more customers dine.
So-called? Stable customers? That is, under various circumstances, through the enthusiastic service of waiters, attract customers into the store and make them? Is it safe when it comes? Eat before you go. Try to eat as satisfied as possible. When you are on duty, you generally need to stabilize customers under the following circumstances:
First, after customers enter the store, they hesitate at the door of the restaurant, wanting to enter but not wanting to enter; Or after entering the hall, you want to sit and don't want to sit. At this time, the waiter immediately greeted him and asked him to sit down. After asking the customer's requirements, he immediately sent the menu, and then the tea. After the customer is seated, if you have other things to do, you should say hello to the customer before you leave. And in a relatively short period of time to open the menu, serving and other services.
Second, after customers enter the store, they plan to leave the store as soon as they see that there is nothing they want to eat on the menu. At this time, the waiter should also immediately come forward to understand the customer's taste requirements or other requirements and meet them as much as possible.
Thirdly, customers even have to leave because they have been waiting for food for too long. At this time, the waiter should take different methods to stabilize the customer according to different situations. If the cooking process of the dish you ordered is complicated, or because there are too many guests and dishes, you can explain it clearly to the customer, or suggest that he buy another cold dish and wait for the dish while drinking. You can also rush the dishes to the waiter or go to the kitchen in front of the customers. This way customers can generally feel at ease.
So-called? Urging customers? Is to ask customers to eat quickly and leave. Generally speaking, it is impolite to urge customers, but in some cases, in order to speed up the turnover of the table and let more customers sit down for dinner, the waiter can make customers know about the restaurant and other customers through polite explanation and thoughtful service, and leave their seats quickly after eating. Be polite when urging guests. For customers who don't want to leave after dinner, you can pass the hot towel first and ask if there is anything else. If there is nothing else, please ask them to settle the bill. At this time, you can give them a cup of tea. In a word, we should politely urge customers according to the specific objects and circumstances at that time. Don't be impatient when urging customers, don't be blunt when expressing words, and don't give customers the impression of driving them away.
Sixth, sit down.
Sitting on the mat is very learned. Customers eat in twos and threes, the number is uneven, the meal time is different, the meal speed is different, and the likes and dislikes of the dining environment are the same. Therefore, unlike banquets, we must pay great attention. The principle of sitting from the beginning to the end is to make customers sit comfortably, facilitate the service between meals and facilitate the rapid turnover of tables and chairs. The general sitting posture method is:
(a), first inside and then outside. Under normal circumstances, the first guests will be invited to the restaurant and arrange a table from the inside out. In this way, customers are relatively concentrated, which is conducive to arranging customers in the aftermarket.
(2) Do what you like. Most customers choose seats, and waiters should arrange seats according to different objects and specific conditions at that time, according to customers' requirements and preferences. Generally speaking, customers who drink and taste the flavor, talk about business and love, and literati prefer to sit in a slightly secluded seat in the restaurant, and the waiters should try their best to provide convenience.
(3) Similar merger. That is, try to arrange the same type of guests together. For example, try to arrange customers who eat fast together; Arrange customers who drink and eat slowly together; Scholars, artists and cadres are arranged together. This arrangement is not only convenient for service and customers to eat, but also can speed up the turnover of the dining table.
(4) Appropriate adjustment. When you sit down, try to arrange it as tightly as possible to make a table. Ask customers to be polite when adjusting their seats. If some customers don't want to adjust, don't be forced. You can select another adjustment object.
Seven, remember Taiwan Province.