How does the waiter communicate with the guests?

How does the waiter communicate with the guests?

what are you reading? When a guest enters a hotel, the waiter needs to "see" with his eyes in three aspects:

First, pay attention to several guests, the general identity characteristics of the guests, etc.

Second, observe the demand information and the attitude of the guests from their eyes.

Third, look at the details. When you see a guest carrying luggage in the lobby, you will come forward to help: when you see a child of one or two years old, you will add it.

Child seat: When you see a guest fumbling for a cigarette in his pocket, you should hand in the lighter quickly.

Learning "listening" service should start from the content level of "listening";

First floor, listen to the request.

Waiters should pay attention to the guests' requirements and keep an eye on them anytime and anywhere, even if you are serving other guests at the table.

"Come as soon as you say hello" and "come as soon as you say it" are the first essence of service.

Second floor, let's go.

For very clear instructions, the waiter should know how to carry them out. When he hears this, he should react immediately and take immediate action. As long as the instructions are clear, he should take action. The third floor, you can communicate.

For unclear requirements, waiters should know how to communicate and communicate. The requirements put forward by the guests may not be very clear. At this time, the waiter should know how to discover and understand the requirements of the guests through communication and exchange.

For example, when eating in a seafood restaurant, the guests asked to pack a few cakes to take away in advance, but soon, the waiter brought a plate of hot, cut cakes. The waiter is thoughtful, but it doesn't meet the customer's requirements at all. The guest wants to pack and take away.

Fourth floor, listen.

Listen between the lines, listen to the real intention. The same sentence has different intonation, speech speed, tone, expression, attitude and posture, and its meaning is also different, and sometimes it may be completely opposite. This requires service personnel to listen to the true meaning of a caring guest before acting.

The fifth floor, good memory.

Listen to the information from the guests and remember it. When listening, the waiter can remember the needs and hobbies, identity and interests, age and occupation of the guests. He can find clues and communication points from it.

There are several points for the waiter to communicate with the guests:

(A) the waiter should strengthen customer awareness

1. The guests are the "parents" of the restaurant.

2. The guest is the service object of the restaurant.

The guest is the person who comes to the restaurant to seek service.

4. Guests are always demanding.

The guest is a person with flesh and blood and feelings.

6. Most of the guests are reasonable, while a few are deliberately entangled.

(B) Several elements to establish a good relationship between customers and me

1, remember the guest's name

In the guest service, remembering the guest's name and addressing the guest appropriately by the guest's surname can create a harmonious relationship between the guest and me. For the guest, he will be proud when the staff can recognize him.

Step 2 pay attention to your words

Talking, talking, serving and saying goodbye with appropriate words can make the guests feel that the relationship with the waiter is not just a simple relationship of buying and selling goods, but a humanistic relationship of serving and being served.

Pay attention to the pronunciation and intonation when you speak.

Tone, intonation and voice are the "strong factors" in the speech content, which are often more important than the speech content. Guests can judge whether what you say is popular or boring, respectful or rude from these aspects.

Step 4 pay attention

In our customer service, listening and speaking are one aspect of communication with guests. Paying attention to listening can show respect for our guests and help us to know more about them and serve them better.

5. Pay attention to facial expressions and eyes.

Facial expression is the expression of the waiter's inner feelings. Even without words, your expression will tell the guests whether your attitude is good or bad. Don't avoid or stare at the guests when your eyes meet unexpectedly. You should show the sincerity of your service to the guests through proper contact, because the eyes are the windows to the soul.

6. Pay attention to your posture

Standing posture can reflect whether you are harsh, bored and indifferent to your guests, or whether you care, care and welcome them. When meeting guests, you should stand still and avoid turning your back on them.

Smile service. Speak softly. Explain patiently. Keep a cool head

How ktv waiters communicate with guests is actually very simple ~ ~! Think more of the guests and treat them as your friends. In the process of service, try to prepare the next step for the guest in advance when he wants to do something. For example, if you see a guest take out a cigarette, you should prepare a lighter (even if you don't need it later). First, serve the guests well. When the guests are happy, everything is easy to say, thus solving the problem of communication with the guests ~ ~! It is more important to talk about the same topic with different angles and tones and different guests on the same occasion ~ ~! Know more about the temper and habits of the guests, so as to improvise.

A problem like yours can be said to be complicated or simple. The important thing is to look at your personal adaptability ~ ~!

How do restaurant waiters communicate effectively with guests? First of all, do your job well, provide catering services to the guests seriously and enthusiastically, and make him feel that he is God;

For example, arrange a satisfactory seat for him, introduce the menu and let him eat delicious food.

Secondly, you can understand the needs of guests and give help in time;

For example, for tourists, you can introduce them to local features and attractions, talk about their hometown and bring them closer together.

Finally, if the guest is dissatisfied with the service and has a dispute with the store, take the initiative to admit his mistake and have a correct attitude based on the principle that the customer is God. This is the case in the service industry. We can't help but meet different kinds of guests every day, good and bad, but we must serve sincerely. Even if the guest is wrong, he should bring it up euphemistically, instead of confronting him head-on.

How to communicate with waiters for psychological education? You can often talk to them one by one before and after class and ask them if they are satisfied with their work. How is the company treated? Is there any deficiency in the management of the company? How long have they been here? How long have you been in this industry? Do you have any special hobbies? Does the company have any good suggestions for getting together at the right time? Wait, think of a series of questions and communicate with them!

The above is to communicate in the name of work when employees are unwilling to chat with you privately! If you can talk to employees and talk more privately, just like friends, you can know a lot of things that management doesn't know!

But communication is necessary, but don't be too close, or your prestige will be lost!

Name first: a simple waiter will do. Then say what you want: some XXX.

Because it is a service industry, as long as it does not show contempt or disrespect, communication is easy.

How do restaurant waiters communicate with guests? 3. When the old customers come to have dinner, do a good job of adjusting the dishes according to the records of the guests' historical files. If guests come twice a day; Come to dinner and inform the kitchen to adjust the dishes in time. Why should we adjust our skills? 2. Be good at understanding and understanding guests. In the process of serving the guests, we should consider the problem from the perspective of the guests. For example, one day at noon, a wheelchair guest with a disabled foot entered the hotel for dinner. Xiao Zhang, the waiter, enthusiastically helped the guests to get close to the table and poured tea for them to order food, because the guests ordered a lot of food (what do you think of the ordering staff? Responsibility, what should you do? Inform the kitchen to stop the food, ask the guests to return the food, and take the initiative to divide the meal for the guests. The food served later had to be placed on the other side of the table. Guests with disabled feet have some difficulty in holding food. When Xiao Zhang saw it, he immediately went forward to help him with the food, but the guest politely said that he was doing it himself. However, Xiao Zhang helped the guest with the food, but the guest's face suddenly sank. He said unhappily, "Who told you to take food?" After paying the bill, he left angrily. In fact, the guests have a strong self-esteem because of their own defects. Some disabled guests insist on doing things by themselves, and the waiter should serve according to the specific situation. Too much service may hurt guests' self-esteem. If you are an old man, what should you do? 3. Customer service should be consistent with words and deeds. Restaurant service should pay attention to the commitment to the guests, not only to speak well, but also to do well. For example, a guest takes a colleague to a restaurant for a wedding reception and reaches an agreement with the manager of the restaurant in advance. On the basis of adjusting and modifying individual dishes, each banquet will be given a discount of 10%. On the wedding day, because the manager was busy with other work, he forgot to tell the lobby manager about the original verbal agreement. As a result, there was an argument between the guest and the cashier at the checkout. The guest went to the restaurant manager with the opinion of his only son, accusing the manager of being untrustworthy. At this time, the restaurant manager suddenly remembered that he forgot to tell the lobby manager about the agreement in advance, immediately apologized to the guests and informed the lobby manager to properly handle the matter. Therefore, hotel management must be "honest", because anything will hurt customers. What should I pay attention to when ordering food for my customers? 4. Treat the guests equally and treat them equally. The basis of excellent service in restaurants is to respect guests, and any guest needs to be respected. When providing services, we should abandon the old habit of "taking people by vegetables" (if you are familiar with the consumption habits of old customers, you can communicate with them, understand the nature of guests' banquets, and try to figure out their consumption psychology). It is absolutely forbidden to judge a person by his appearance or by his position, but treat every guest equally and kindly. For example, Xiaoyu is a salesman of a company. Because of the nature of his work, he often eats out and is familiar with the restaurants near the company. One day at noon, he came to a restaurant and saw a lot of guests, so he ordered two side dishes casually, shredded pork with green pepper and a green vegetable, so that he could go to work immediately after eating. But after waiting for a long time, the food didn't come, and every time I urged the waiter, it was "just for a while". However, dishes like left and right just can't be served. It turned out that the restaurant was busy greeting big customers, so it left Xiaoyu, a "small fish", aside. Seeing other steaming delicacies, Xiaoyu suddenly felt a strong sense of humiliation. He stood up angrily and walked out of the restaurant. Xiaoyu then chose another restaurant, which also has many guests, but the difference is that Xiaoyu's dishes are served quickly. During the dinner, Xiao Yu deliberately mentioned some embarrassing things to the restaurant, but the restaurant waiters gave him satisfactory answers, which made Xiao Yu feel very satisfied. He feels respected in this restaurant. Later, he put all his business entertainment expenses in this restaurant and became a frequent visitor to this restaurant. Xiaoyu's departure not only hurt the guests, but also damaged the image of the restaurant, thus losing a large number of guests. There are the most people like us in the food city, and he may bring benefits to us and the brother hotel; . Marketers must pay attention. 5. Sincere attitude and warm and thoughtful service. Sincere, warm and thoughtful service makes the guest feel your concern, understanding and consideration for him and meet his legitimate requirements. For example, one day, a pregnant lady and her friends came to a western restaurant. She asked the waiter to make her four cups of coffee. Xiao Lin, the waiter, immediately promised the guests and began to prepare. Careful Kobayashi thought: it is not easy for pregnant women to drink coffee, but it will be better to drink milk. So, she specially chose a glass of milk for the lady, and the other three guests drank coffee separately. When bringing milk to the lady, Kobayashi said softly, "I thought you were pregnant and it was not easy to drink coffee, so I took the liberty to bring you milk." I wonder if you mind? " After listening to these warm words, the lady thanked again and again.