Six-character rule of catering waiter's work

Six-character rule of catering waiter's work

Quality service is based on standardization and standardized service. After establishing this foundation, how can we further improve the service level and create our own differentiated competitive advantage with personalized service as the core? Below, I will share with you the six-character rule of catering waiter's work. Come and have a look!

ask

In the process of serving the guests, we should ask the guests about the time, place, people, things and other information about the demand for meals and services in order to provide relevant services.

1. Before the meal, ask the reservation person about the information and requirements of the meal, the person in charge of the banquet and its identity, the nature of the banquet, special requirements, etc. (internal)

2. Ask the guests themselves or their colleagues about their various service needs and special requirements in an appropriate way and language.

3. During the meal, ask the questions of the old customers' information cards in time, for example, ask the guests in a caring tone? Director Li, have you recovered from your cold recently?

4. Ask the guests' opinions and suggestions after dinner. Have you packed the rest of the dishes?

think

It is mainly to think and analyze the information obtained by reading, listening and asking, to understand and judge the potential needs of the guests, to think hard about what the guests think and to be anxious, and to provide valuable golden key services for the guests.

Push

After collecting information through the above steps, integrate information resources and speculate on their potential needs.

1, guess the potential needs of the guests.

By observing, listening, asking and thinking, infer the potential needs of guests. For example, if the guest doesn't know the route, it is necessary to infer the needs of the guest to see the map, and then provide and inform the route and indicate the location; The guest drank a lot of wine. When others propose a toast, it should be inferred that the guest has a potential need to be provided with fake wine service or problem-solving measures.

use

The integrated information will be transformed into service actions that need to be implemented, creating satisfaction with sincerity and providing customers with the golden key service of satisfaction, surprise and touching.

1. The service personnel infer the different consumption levels and needs of the guests according to the previous steps, and recommend different grades of dishes, drinks, tobacco and alcohol.

2. The key is to provide personalized, subtle and intimate golden key services for guests by using integrated information resources and fully combining relevant knowledge such as providing characteristic service specifications.

look

In the process of service, always observe carefully, pay attention to the guests' expressions and actions, and find that the needs are met in time.

(1) Look before meals:

1, when ordering food, it is important to know the type of guests, the number of tables and the corresponding service.

2. Look at the fixed information of food and provide personalized service.

(2) During the meal:

1, look at the guest's appearance, understand the guest's age, nationality and gender, identify the guest type (new, old, important and general), check the fixed information card in time, supplement and improve the information card operation list, and provide corresponding services.

2, check the guest's physical condition, to understand whether there are diseases, defects, timely provide small secret recipe or necessary help.

3, look at the guest's expression, understand the guest's mood, pay attention to the language used in the service. If the guest drinks too much, tip him.

4, look at the guest's dress, to a certain extent, you can understand the guest's consumption level, and provide corresponding dishes and drinks.

5, look at the guest's movements, whether the guest is holding a cake, luggage, information, kettle, cooked food, etc. to provide corresponding services.

6, see the object of the guest banquet, understand the nature of the guest banquet, recommend dishes and drinks.

7. Check the guest dining table, ashtray, bone plate, glass, water cup, etc. , timely sorting, replacement or addition.

(3) After dinner:

1. If there are any left-over items, remaining drinks, tobacco and alcohol, remind the guests in time and do a good job of assistance.

listen to

It means to listen carefully to the conversation or useful voice signals of the guests, find out the needs and meet the needs.

1. Listen to the important information given by the reservation person and the information provided by the sales department or other relevant departments before meals, so as to arrange the guests' dishes, drinks, personal special preferences, taboos and other habits.

2. Listening to the conversation information of the guests during the meal can help you understand the family situation, birthday, mood, preferences, physical condition, job changes of the leaders, recent activities, evaluation of dishes, hotels and services, etc. , and incorporated into the information card or timely report to the leadership.

3. Listen to the accent and voice of the guests, and provide relevant dishes, living habits, folk customs, drinks and personalized and subtle services.

4. Monitor the guest's whereabouts after dinner, so as to bid farewell or inform relevant departments to prepare for the farewell.

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