A guest of 6 yuan in a restaurant hosted a banquet and ordered the east side of the crab, but the kitchen said it was sold out after placing an order. The floor attendant explained the return of the order to the guest, and the guest was furious: "Nothing! There is not even a flower crab, what restaurant is there! "

The floor foreman was angry and went to the kitchen to ask, and the chopping block master who was in charge of selling the list responded: "There is a shortage in the market during the continuous rainstorm these days, and the purchased 10 copies have been marked on the selling list. Didn't you see ... "

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

……

▲ Network pictures

This scene is not uncommon in restaurants, because poor communication leads to work problems, floor staff and kitchen staff wrangle with each other, lead each other in their own way, and both 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 guests who eat are the authoritative judges of the quality of dishes. What happens when guests eat, such as the quantity of dishes, the salty taste of dishes, the need for heating soup and rice, etc., all require timely and close cooperation between the floor and the kitchen. Any problem in any detail may affect the overall impression of the guests on the restaurant.

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

Communication before meals.

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

1, Floor: Understand all kinds of dishes available in the kitchen that day.

Many restaurants are aware of the importance of this point, but they don't strictly implement it 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 subsequent service. More importantly, we can't recommend the restaurant's special dishes to 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 the waiter recommends dishes, he should pay attention to the dishes that are urgently needed in the kitchen, because some dishes are not storable, such as green leafy vegetables (Radix Isatidis, Apocynum venetum, Spinach), etc. If these dishes are not sold for a long time, it will lead to the waste of food costs in the restaurant.

3. Floor: Before receiving the team guests, communicate the requirements of the guests.

Before receiving the group guests, the floor should communicate with the guests' types, 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 VIPs have and what dishes to prepare.

For example, a company hosted a banquet for Sichuan customers. After learning this information, the waiter communicated with the host and specially added peppers to the king of cowboys and steamed oysters with garlic. After the guests tasted it, they were very satisfied and immediately praised the waiter and restaurant.

Specifically, the information communicated between the floor and the kitchen before the meal is as follows:

(1) food estimate list

For example, the oyster is estimated. Due to the recent continuous heavy rain in Zhanjiang, Guangdong Province, the quality of the product is affected by the insufficient pulp of the oyster, which is estimated today. Jasmine dishes are estimated, because the season has passed; Long beans are estimated, because there are too many insect eyes and there are quality and safety problems, so they are estimated today.

② Push the menu quickly.

As I said before, some dishes can't be stored, 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, the stewed chicken can't be returned to the pot, which will affect the taste.

③ Must push seafood dishes.

For example: Boston lobster, King Sole and clam, and June is the fattest season of clam in a year.

④ Reservation quantity

When the reservation volume reaches 70%, all kinds of dishes and sauces must be prepared in advance in the cold dish room; Pastry room to do a good job of dim sum ingredients, modulation of various traps; Some semi-finished dishes are prefabricated in the hot dish room, such as stewed Liaoshen with melon and millet, overlord elbow in Xiangxi and other dishes.

⑤ Requirements of special guests

For example, a table of VIPs asked all the dishes to be 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 in the dining process

In the peak period of catering business, the main contradiction between the floor and the kitchen is the speed of dish delivery, and the information of urging dishes from various stations often makes the kitchen busy; Another problem is the quality of dishes, such as the wrong order, wrong dishes, sundries, wrong temperature, etc., or the weight of dishes 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 the floor shirk their responsibilities and cannot explain clearly.

Therefore, while ensuring the speed of delivery, the kitchen should ensure the color of dishes, as well as 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, the important information about what happened during the meal, such as salty food, light food, insufficient quantity, insufficient heat, request for spicy food, request for suspension of serving, etc., should be fed back to the kitchen in time, and the opinions and problems of the guests should be solved or improved as soon as possible, so as not to cause dissatisfaction and complaints from the guests.

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

3. Communication after meals

At the end of the meal, most restaurants will ask the service staff to ask the guests for their opinions. This is a good move, which can not only make the guests feel friendly and feel that 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, after asking their guests' opinions, just go through the motions.

The floor should give the guests' comments on the food back 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 styles.

summary

Kitchen responsibility: 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 quality of the products, make the products more marketable and satisfy the customers; At the same time, it helps to promote special, innovative or quick-selling dishes, and helps the kitchen to improve the quality problems such as the speed, temperature and order of dishes.

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