The business philosophy of the coffee shop makes the guests take away the smile.
Service concept: smiling service+standardized service+personalized service = perfect service.
Management philosophy Smile management+system management+emotion management = era management.
Code of Conduct Serve your friends with your heart and smile.
When guests meet with waiters, the first thing they get is not service, but a feeling, which comes from the external image of employees. A cold face, no matter how beautiful the words of welcome are, no one will feel welcome. For the first impression of the guests, we launched the first link of smiling. This link is a smile? Three elements? Expression, figure, language? The core is to make guests have a good first impression whenever they meet any employee in the hotel.
The first element is expression. Employees are required to focus on their eyes, relax their facial muscles, raise their corners, and open their lips to reveal eight teeth.
The second element is body shape. Employees are required to put their heels together, their legs straight, their right hands holding their left hands in front of their lower abdomen, and their upper bodies bow 30 degrees.
The third element is language. Employees are required to use honorifics naturally and kindly.
To put a smile? Three elements? To put it into practice, the first advice employees hear after entering the store is: People who can't smile at their guests are not suitable for caring work. ? The first training lesson I received was: How to practice smiling. We made and hung four photo frames in each department, namely the portraits of Mona Lisa, the star actor and two waiters and waitresses in the hotel. At the same time, it is pointed out that Mona Lisa's smile is implicit and the star actor's smile is too cheerful. What we advocate is the bright smile of the excellent waiters around us.
We take a look at the model and learn to smile; Carefully ponder and practice smiling; The practice method of looking in the mirror and freezing smile, as well as the practice of one-on-one, one-on-two, one-on-one whole department every morning, and the implementation of three-level awards, smile contest and other incentive means, so that the smile link can be studied every month, focused every week and practiced every day.
Do it for guest service? Four natures?
Espresso has implemented the service for guests. Four natures? Smile as the main content of the second link. We put the service process? Personality, initiative, quickness and subtlety? Decomposed into all positions in all departments, not only front-line departments such as lobby, floor, restaurant and security have four standards, but also second-line departments such as engineering, kitchen and finance have four standards, which extend meticulous functions to every position in the restaurant.
Personalization of service. This year, on Valentine's Day, the restaurant prepared a rose and chocolate for each couple in the chain as a Valentine's Day gift. Make the guests satisfied and return. This kind of special personalized service is not only a test for the coffee restaurant, but also a tempering of the brand.
Initiative of service. Active service and passive service are a ruler to measure whether an employee regards guests as his friends (God is too abstract). Yes, it is easier to take the initiative to carry boxes, light cigarettes and hang clothes for guests. As a manager, we should focus on activating employees' awareness of active service beyond the scope stipulated by the system. For example, calling out the name of a guest's child is more kind than remembering the name of the guest; Finding the demand in the eyes of the guests is far better than the service after the guests wave.
The quickness of service. The speed and efficiency of service are directly proportional to the satisfaction of guests. In the routine service, in order to order and serve food for guests in the shortest time, and to deliver what they want to guests in the shortest time, restaurants should be more innovative and less rigid in improving working procedures and simplifying operating procedures. Under special circumstances, people in cafes have to break out of the routine and help the guests.
The nuances of service. The nuance of the service lies in the careful observation of the potential needs of the guests and the proactive response. For example, in elevators, stairs, halls and other places to help young and old; Speak to remind guests when they go upstairs and meet wet ground. These are subtle things, but they can see the big from the small, and they are extraordinary in the ordinary.
The brand story of coffee shop 19 18 years, Chinese mainland was filled with smoke and wars. A little boy named Anan was unfortunately trafficked to Nanyang and became a slave of a coffee bean manor in Sumatra.
Luck didn't abandon him. By chance, he became the savior of the landlord, who not only restored his freedom, but also let him participate in the management of the manor.
China people's unique diligence and loyalty gave him the opportunity to devote himself to the research of coffee planting, grinding, cooking and other technologies. It took 30 years in a flash?
Later, when the owner of Lao Zhuang died, Anan also left this sad place and settled in Singapore. Thirty years of love for coffee gave him an idea? Start a coffee shop. Brand story of coffee
So the first hand-grinding cafe in the Chinese community, Grinding Time, opened!
After 10 years' running-in, he created a unique secret recipe of coffee brewing that is most suitable for Chinese people, which is well-known in the local area and is reputed as the most suitable coffee shop for Chinese people.
Piaobo's life has gone through Cang Sang. The plot of homesickness has been entangled for a century. In the end, the old man failed to return to his native land, so he had to tell his children to return to the mainland with him and his excellent skills to share the bitterness and joy of coffee with the Chinese people.
Cafes are forbidden. Cafes with new things are completely accepted and always go through some hardships, so are cafes. Historically, cafes and coffee drinking habits have been banned several times. The more famous ones are as follows:
1: It was the governor of Mecca who first ordered the ban on coffee. He found that the poems attacking him actually flowed out of the cafes, so 15 1 1 year all the cafes in Mecca closed, and even sewed the illegal people in leather bags and threw them into the Bosphorus;
2. King charles ii of England also issued a ban on cafes in 1675, which originated from two reasons. First, women who were not allowed to enter cafes at that time published love letters, complaining that British men had lost their dignity; Second, cafes have become places where people criticize current politics.
In 3:1781year, King Frederick the Great of Prussia forbade people to import coffee privately and put an end to folk coffee baking, and appealed to everyone not to forget their own? National drink? -beer.
Of course, later, these restraining orders were all gone. From here, it can be proved that it seems unwise to use violence to force or prohibit people's tastes, costumes and makeup.