Front office management-the bridge of hotel communication

1. Etiquette that restaurant waiters must abide by A restaurant is a place for guests to dine. Restaurant waiters must not only master business skills, but also abide by various etiquette in service, so that guests not only have enough to eat, but also eat Be happy.

(1) Welcome guests with a smile, be natural and generous, and greet them cordially: "Hello! Welcome! How many are here?" If a man and woman come together, greet the female guests first. , then greet the male guests. We should take the initiative to take care of guests old, young and disabled.

(2) Guide guests to their seats according to their different situations. If important guests come, they should be led to the best seats in the restaurant; when couples are dining, they should be led to a quiet corner; when the whole family, relatives and friends are dining together, they should be led to the center of the restaurant; for seniors, Young and disabled guests should be placed in a location with easy access. The seat arrangement should try to meet the guest's requirements. If the seat is already occupied by a guest who arrived earlier, the waiter should apologize, ask for understanding, and recommend other seats that are more satisfactory to the guest.

(3) When guests approach the table, the waiter should open the chair with both hands and greet the guests to sit down in the order of female guests first, then male guests, first guest of honor and then general guests; Gently push up the seat so that guests can sit properly and securely.

(4) When serving tea to guests, do not touch the rim of the teacup with your hands. Take the initiative to hand over menus respectfully and in a timely manner, and do not throw menus on the table haphazardly. Customers should wait patiently when ordering, do not rush, and allow guests time to think. When ordering, have paper and pen ready to record at any time. If guests are hesitant, the waiter should be a good advisor and enthusiastically introduce the variety and characteristics of the dishes. You should pay attention to the art of language, be polite and tactful, and do not make reluctant or hard recommendations to avoid arousing resentment among guests. If the dish ordered by the guest is no longer available, politely apologize and ask for understanding. If the guest orders a dish that is not on the menu, do not refuse. You can say: "Please allow me to discuss with the chef and try to meet your request." When the guest orders, the waiter should smile, lean his upper body slightly forward, and keep his body straight. Lean against the dining table and do not put your hands on the dining table. Listen carefully and record accurately to avoid making mistakes.

(5) If there are children dining, small stools can be added to the children to facilitate their seating.

(6) If a guest accidentally drops the tableware, he should quickly replace it with clean tableware and cannot wipe it in front of the guests.

(7) If there is a call from a guest, you should approach the guest and call softly instead of shouting from a distance.

(8) During work, you must respond to guests’ calls at any time, and you are not allowed to leave your post or chat with others without permission.

(9) Pay attention to the procedures when pouring wine and serving food for guests. When serving dishes, fingers should not touch the dishes. Each dish should be named and briefly introduced with its features. Do not spit when speaking. When pouring wine, your fingers should not touch the rim of the glass. The degree of pouring should be determined according to the type of wine. When pouring champagne or iced drinks, the bottle should be wrapped in a napkin to avoid dripping on guests.

(10) Guests who smoke should take the initiative to light a fire. If a guest's belongings accidentally fall to the ground, they should take the initiative to help pick them up and hold them with both hands.

(11) Guests should be treated equally, and business should be provided with considerate service regardless of its size. During the holidays, it is important to extend holiday greetings to every guest.

(12) Cleaning should be carried out after all guests have left, and should not be done too hastily.

(13) When checking out, the bill should be placed in the tray and handed to the guest face down. After the guests pay the bill, thank them. After the guests get up, the waiter should open the seat and remind the guests not to forget their belongings. Help the guests put on their coats and hats, and say goodbye to them in a friendly way at the door of the restaurant: "Goodbye, welcome to come again."

(14) Restaurant waiters have to deal with food and tableware, so they must pay attention to the personal hygiene of the waiters Strict requirements. Wear clean and tidy uniforms, bathe frequently, get haircuts, cut nails, shave beards, brush teeth, wash hands frequently, and do not wear jewelry, heavy makeup, or combed hair. Do not pick your ears, pick your teeth, pull your hair, yawn, or pick your nostrils in front of guests. If you have to sneeze or cough, you should turn your back, cover your mouth and nose with a handkerchief, and apologize to the guests. Do not eat foods with pungent smells before work.

2. Conduct on-the-job training for restaurant waiters

1. On-the-job training content for restaurant waiters The on-the-job training content for restaurant waiters mainly involves the following aspects: (1) Greet guests in the assigned position, pay attention to the guests' dining situation, obey the boss's assignment, and provide good service to the guests. (2) Do various tasks in accordance with work procedures and standards, such as changing tablecloths, setting up tables, clearing tableware, preparing tableware, and cleaning. (3) Go to the warehouse to collect daily necessities on time every day with the receipt (the foreman can be responsible or accepted by the foreman). (4) Understand the daily dishes and drinks to introduce to guests. (5) Serve dishes, divide dishes, pour wine, collect and change tableware, and serve guests at meals. (6) Pay attention to the dishes ordered by the guests. Try your best to help guests solve various problems during the dining process. If you cannot solve the problem yourself, you can promptly report it to the foreman for instructions. (7) Try to avoid damage to utensils, handle them with care, and do your job responsibly. (8) Responsible for all finishing work after meals, cleaning and sanitation on duty, and handing over before leaving get off work.

2. On-the-job training content for trainee waiters Trainees are also called trainees or service assistants, etc. When training them, it usually includes the following: (1) Return the tableware used by the guests to the dishwashing department for cleaning, and replenish the clean tableware in the workbench. (2) Clean the tea residue and debris in the tea stall, clean the lower cart, tea cups, trays, handcloths, etc. (3) Assist in restaurant work, such as delivering hot water and assisting waiters in handling the tables. (4) Pack up and centrally store used tablecloths and towels for cleaning in the laundry. (5) Responsible for all cleaning and hygiene matters within the restaurant. (6) Try to avoid damage to utensils, handle them with care, and make yourself responsible for your work. (7) Be hard-working, obey your superiors’ assignments, and do your work conscientiously.

3. The on-the-job training content of waiters generally involves a series of contents such as the appearance of waiters, preparations before meals, ordering meals, leading guests into the restaurant, and introducing the situation in the restaurant. (1) The appearance is neat and beautiful, polite and enthusiastic. (2) Make preparations before the meal, set up and clean the reception desk, and prepare clean menus and table cards. (3) Responsible for accepting guest reservations, including telephone reservations and in-person reservations. When accepting guest reservations, you must ask for the guest's name, room number or unit, contact number, number of guests, time, location or other requirements, and then make a record and report Reserve appropriate space. If there is a fee or banquet order, please refer it to the banquet department (sales department) for processing. (4) Responsible for politely welcoming all dining guests into the restaurant and artfully arranging guests to sit. If guests are seated evenly, the floor will not feel overly crowded or sparse. If you encounter rude or casually dressed guests, you should take them to a corner to eat, and do not take them close to the door to avoid affecting the view. However, you need to use more language and attitude. respect. (5) Responsible for understanding the situation in the restaurant so that arrangements can be made accordingly. (6) Pay attention to the guests to follow you into the restaurant and take their seats, do not just move forward on your own. (7) Responsible for storing clothing, file boxes and other items for guests. (8) Responsible for delivering menus, aperitif lists and pre-dinner drinks to dining guests, and answering appropriate inquiries. (9) Responsible for answering calls and notifying the callee in a timely manner. (10) The restaurant is a place for guests to spend money. In order to ensure the comfort and elegance of the guests' dining, guests who are not brought to visit by the general manager, restaurant manager and public relations department are generally refused to visit. (11) To serve as a public relations officer, you should not only maintain good relationships with colleagues and superiors, but also deal with guests more often, memorize their names, and greet them warmly when they patronize again. (12) When guests leave, they should see them off, open the door, press the elevator button, call a taxi, etc., and say polite words such as "Please come again", "Thank you for your patronage", "Goodbye", "Slow down" and so on. (13) Keep written records of the number of people eating, the number of tables and other business conditions, and keep the menus or hand them to the designated foreman for storage.

3. Conduct on-the-job training for bar waiters

1. Contents of on-the-job training for bar waiters. Although bar waiters and restaurant waiters both belong to catering services, their work content is different. They usually need to be trained on the following contents. (1) Keep the area around the bar and all bar utensils clean. (2) Collect all goods on time every day and store them properly in a timely manner. (3) Before the market opens every day, prepare sufficient utensils, fresh fruits, drinks, cigarettes and other supplies in time, and organize the drink carts and drink display stands.

(4) Be familiar with making general fruit plates and preparing general drinks; be familiar with the use of all utensils; be familiar with the names, prices, origins, drinking methods and general storage knowledge of various drinks. (5) Show and introduce the wine list to the guests, order wine for the guests, provide wine service, recommend cigars to the guests; provide flavored coffee and cocktails to the guests. (6) After the market closes every day, clean up and supplement the work, prepare sales reports, and only leave work after handing in your shift. (7) Be diligent and honest, respond quickly and accurately, work skillfully, obey your superiors, study hard and constantly enrich yourself to become an excellent bartender.

2. The on-the-job training content of the foreman is different from the training of the bar foreman and the training of the restaurant lead waiter. The on-the-job training requirements for the bar foreman are more stringent and usually involve the following content: (1) Effectively supervise the quality of the waiters in this team Complete various catering services efficiently. (2) Responsible for the attendance and performance appraisal of employees in this class, and have the right to praise, criticize, reward and punish employees based on their performance. (3) Lead employees to prepare according to daily work conditions and reception tasks, check whether employee appearance, table setting, and hygiene meet standards; whether tableware and linens are sufficient. (4) Understand the dishes recommended by the chef and provided by the kitchen that day, and coordinate with the food delivery department. (5) During business hours, lead the staff in this team to provide high-quality and efficient services to guests, and ensure that the service staff in this team provide services to guests in accordance with service procedures and standards. (6) Comprehensively control the dining situation of guests in this service area, solve guest problems in a timely manner, and handle guest complaints appropriately. (7) Understand the guests’ names and special requirements, and establish a good relationship with the guests. (8) When your subordinates make mistakes at work, you can supervise them appropriately, but remember not to accuse them in front of guests or employees, because this will not only affect the guests, but also hurt the employees’ face. You should remind them in a low voice or transfer Handle in remote areas, offices and other places. (9) After the guests have finished their meal, they must supervise the person on duty or personally collect the menu, drink list and snack order for the guest to settle the bill to prevent missing orders. (10) At the end of the restaurant's business, the restaurant should be kept clean, the restaurant should be restored to a good condition, and the shift handover should be completed with the next shift. Make good use of the shift book when handing over every other shift. (11) Keep a work log of the work situation on duty, including guest feedback, problems arising during meals, important banquets and guest dining situations, guest complaints, etc., so as to report to the foreman, director or manager. (12) Take it as your responsibility to improve the overall quality of your team and provide training to your employees.

4. Responsibilities of waiters in Western-style restaurants

1. Job Responsibilities of FIT Waiters in Western Restaurants

(1) Greet guests politely and ask about the number of guests. (2) Guide guests to their seats and hand them napkins. (3) Ask the guests what kind of drinks they drink. (4) Hand over the menu. (5) Ordering (women are given priority and should stand on the right back of the guest when ordering). (6) Serve bread and butter to guests. (7) Provide food and beverage services to guests in the order of Western dishes. (8) Add water or wine, bread, and butter. (9) Frequently replace ashtrays, plates with leftover food, and unused tableware. (10) Ask guests if they are satisfied with the quality of the main course. (11) When the guests have finished eating, clear all the plates on the table, along with the remaining food and used cutlery, use a clean napkin to sweep the crumbs on the table onto a plate, and put away the food on the table. Condiments, suggest guests drink dessert wine or other types of drinks. (12) Suggest desserts and take note of orders. (13) Serve desserts, coffee or water. (14) Ask the guest if he or she needs anything else. (15) The guest pays and submits the bill. (16) Farewell words: "Goodbye, welcome to visit again."

2. Western restaurant banquet waiter job responsibilities Western banquets generally include banquets, buffets, cocktail parties, garden banquets and tea parties (snacks) purchased outside. There are two methods of Western-style banquets: one is that the chef first puts the food in a special pie plate, and the waiter distributes it to the guests. The waiter stands on the left side of the guest when distributing, holding the tray in his left hand and the spoon and fork in his right hand to distribute in order. The other type is called flying saucer. The chef first puts the food into individual plates, and then the waiter distributes it to the guests from the right in order. Each person has one plate and places it in front of the guest. Then the guest uses a knife and fork. Eat.

(1) Lunch. Divided into breakfast, lunch and dinner. ①Breakfast. Western breakfast can be divided into American style and continental style. American style: First course: juice, such as orange juice, tomato juice, grape juice, etc. The second course: eggs, including steamed eggs, boiled eggs, scrambled eggs, etc.

Third course: bread, butter, jam. Course 4: Coffee, black tea. Continental: First course: juice. Second course: bread. The third course: coffee, black tea. ②Lunch. Lunch is generally divided into three courses: The first course: soup. Second course: fish or shrimp. Third course: fruits and sweets. ③Dinner. First course: soup or appetizer. Second course: fish or hot platters. The third course: grilled or grilled food, such as grilled pork chops, steaks, etc. Course 4: Fruits and sweets.

(2) Buffet. Generally, the price is stipulated, and the guests can purchase meal coupons by themselves, or make reservations or dine in pieces. When guests enter the restaurant, they give their meal coupons to the waiter or settle the bill after the meal, and then the guests can select and take the food at will.

① Preparation work for the buffet: a. Most of the work must be prepared before the meal, such as setting the table, replenishing the work table, placing condiments, etc. b. There should be a wider space around the buffet table to reduce the queues of guests. Secondly, the layout should be reasonable. If guests come in from outside the door, the soup-sharing forks, knives, spoons and plates of the buffet table should be placed reasonably. c. The food quality requirements are relatively high, and the specifications must be unified, such as the thickness of the ribs, etc. Otherwise, the guests will have to choose, which will cause unhygienic and untidy conditions. d. Replenish food in a timely manner, but pay attention to hygiene and do not let guests feel that this is leftover food.

② Instructions for serving guests at buffets: a. When the usher takes people to their seats, the usher should help pull the stool and tell the waiter how many guests are here. b. The waiter opens the mat for the guest, pours ice water or asks the guest what kind of drink he wants. c. When writing the number of people, please read the station number clearly and write the name of the person handling it. d. When guests go to get food, be sure to fold the guests' mats. e. When guests take their food and return to their seats, pull up the stool for them. f. Keep pouring ice water and changing wine glasses for guests. g. Dishes after guests have finished eating should be removed immediately. h. When guests go to pick up salad or dessert, they should put away the large knives and forks, sweep away the bread crumbs and other crumbs on the counter with a napkin, and separate the dessert spoons and forks. i. When guests are having desserts, take the initiative to ask them if they want coffee or tea. j. When paying the bill, please read the station number clearly and double-check whether the number of guests is correct. k. Say "Thank you" to the guest after checking out.

③ Precautions for the food table: a. Make preparations before the meal, and prepare enough soup forks, alcohol paste, etc. b. Pay special attention to the heat preservation of food, especially Chinese food, such as soup, rice, noodles, etc., to maintain heat. c. The color and variety of food should be frequently changed and refurbished, so that guests can really feel that the food is cheap, good quality and diverse. d. Replenish tableware in time, such as large dinner plates, dessert plates, etc. e. The spoon-sharing forks on the food table should be replaced frequently and kept clean. f. The food table should always be kept clean. g. Pay attention to whether there is enough water in the Buffet stove. h. Pay attention to the flame of alcohol paste and pay attention to safety. i. After the buffet is over, you must immediately notify the kitchen to take back the remaining food on the food table and let the chef handle it.

5. Responsibilities of Chinese food waiters

1. Pre-dinner preparations

(1) Understand the banquet recipients, the number of guests, the identity of the guests, the time to sit down, the banquet decoration requirements, the guests' dietary requirements, especially any special requirements.

(2) Be familiar with the contents of the menu and the order of serving, and master the characteristics and service procedures of each dish.

(3) Set up the banquet table, highlight the main seat, and prepare the necessary items for the banquet.

2. Banquet service

(1) Greet guests politely and guide them to their seats.

(2) Pass the napkin to the guest.

(3) Ask the guests what kind of drinks they want to drink.

(4) Pour tea for the guests.

(5) Remove the small towel.

(6) Remove the chopstick covers for the guests, open the chopsticks and hand them to the guests.

(7) Pour wine and drinks for guests.

(8) Remove the tea cup.

(9) After obtaining the guest’s consent, notify the kitchen to serve the dishes.

(10) Serve dishes to guests, introduce the names of dishes, and take the initiative to share dishes for guests as needed.

(11) Remove empty plates from the table promptly and replace bone plates and ashtrays for guests.

(12) After the guests have finished their meal, serve teacups, pour tea and give them small towels.

(13) Clean the countertop.

(14) Serve desserts, fruits, bone plates, forks, etc.

(15) Ask the guest if he needs anything else and if he is satisfied.

(16) The guest checks out and hands over the bill.

(17) Pull the guests’ chairs out of their seats, see them off, and welcome them back again

In order to ensure service quality, the most basic thing a hotel must do is "four arrivals." That is, the personnel must be on duty, the language must be present, the service must be in place, and the quality must be on point. These "four arrivals" are crucial.

Personnel must be on duty

First of all, personnel must be on duty. If the service staff does not arrive at their posts in advance and on time, who will serve the guests? As a hotel waiter, you should regard guests as "God". Although we are on the scale of the law, we are equal to our guests before the dignity of human beings. But in the division of labor in society, our role is to serve the guests. This "service" means serving others. From this perspective, we should position ourselves correctly. Therefore, since the guest is "God", our role "status" must be lower than that of the guest. For the sake of customers, you should arrive early when you start work. This is basic common sense in work and life. Only when we arrive early can we have enough time to make full, serious, meticulous and thoughtful preparations for the service and reception, and calmly wait for the arrival of the guests. If you are still a few minutes away from work, you are still eating in the cafeteria, or you are in a hurry to change clothes, or you are rushing to the hotel while eating food, can you be prepared to serve in a leisurely manner? If you cannot do a good job in preparation, how can you guarantee it? What about the service effect? ??The author has been working in an office for a long time and has the habit of arriving early for a long time. There were several times when he arrived early and it really saved his life. One time, a signing ceremony was held, and the conference room banner had been hung up the night before. However, I rushed there early in the morning, only to find that a corner of the banner had fallen off, so I immediately found someone to cooperate and made repairs before the signing ceremony. There was another time when I arrived at the conference venue early and found that no one had opened the door to the conference room, the materials were not prepared, and there were not enough chairs. All these situations were made up for in time.

The language must be in the hall

"To the hall" is a local slang in Chongqing. It has many meanings such as timely, catching up, appropriateness, and not stagnation. Language is a unique tool used by humans to express feelings, communicate, and achieve mutual understanding. Our service language refers to the language used by waiters to communicate and socialize with guests in the process of receiving guests to achieve the purpose of serving guests.

To serve guests, you must use language to communicate and socialize with them. Language is the first priority in service. When guests stay in the hotel, they enter the lobby; when they dine, they arrive at the restaurant; our doormen need to use welcome words to welcome the guests. If the employees in these positions do not use language to provide timely service at this time, turn a blind eye to the arrival of the guests, and ignore them, what kind of service quality can we talk about? Similarly, in the guest's consumption process, there is also a problem of language appropriateness. If someone talks too little, he or she will appear indifferent or unenthusiastic to the guests; if someone talks too much, the guests will find it too wordy. The service language used should be simple, bright, concise, correct and to the point. Service language does not seem to be a physical object or a piece of hardware, but it is often indispensable or indispensable in daily service processes. For example, there is an extra-large round table in the middle of a restaurant, where a family banquet to celebrate a birthday is being held. One dish after another is served on the table. The bursts of laughter from the eighty-year-old birthday star add joy to the banquet, and the harmonious atmosphere infects the entire party. Dining room. When the peach, a symbol of longevity, was served in a large basin with snacks, the guests all applauded in unison, causing diners at neighboring tables to stand and watch. After a while, the basin bottomed out. But for some reason, after serving this dim sum, the food was not served for a long time. The guests began to fall silent, looking at each other, and the lively birthday party slowly became colder. A quarter of an hour passed and there was still no food. The old man's son finally couldn't hold it any longer and walked to the service counter. The foreman of the restaurant was surprised: "Aren't all your dishes already served?" The old man's son told everyone the news, and everyone was disappointed. In a depressing mood, he left the table sadly. It was because the waiter failed to say "Your dishes have been served" when finally serving Shoudao that the guests were disappointed. The service terminology program did not start well and end well, which affected the service quality and fell short of the target.

The service must be in place

The service must be in place, which is a step further and deeper than the previous "two arrivals". That is to say, in customer service, we must strictly follow the specifications and procedures, be meticulous, and be in place and just right.

The hotel's service must first be a standardized service. It is also a regular service. This is the basis. Only on the basis of standards can it be possible to develop and extend to personalized services, extraordinary services, etc. Some experts believe that for services to be in place, they must first be standardized. Don’t lower your standards, don’t miss out on items, don’t be sloppy, and don’t misplace things. We also need to have good manners, good hygiene, good equipment and facilities, good operation, etc. These may be all in place in some services, or only part of them. In application, attention should be paid to flexibility on the basis of standards, but no omissions should be made. It often happens that when doing sanitary work, we forget about the ceiling when we do the floor, we forget about the underside when we do the countertop, and we forget about the declination when we do the middle. Or it was done but not done thoroughly, cleanly, or in compliance with hygiene requirements. This is a sign of inadequacy. These need to be overcome in our services.

In hotel services, imperfections often occur because the objective situation is not static. Once this situation is discovered, every employee has the responsibility not only to do his or her own job well, but also to fill in the seats for colleagues to ensure that the department and the hotel's services are in place: if there is a complaint, everyone should take the initiative to accept it and accept it humbly. Opinions, take the initiative to take responsibility, never lay down, or deliberately delay or push it away.

The quality must be up to the mark

What I mean by "up to the mark" is to do things according to the specifications, follow the rules, meet the quality standards and achieve the due quality level. No loosening is allowed, no discount is allowed, no water is added. The concept of quality is explained as follows: it reflects the sum of an entity's ability to meet specified and potential needs. Entities include both products and activities, processes, organizations (units) or people. Needs, stated needs and implicit needs, material needs and spiritual needs, social needs and personal needs. We use services (also a commodity) to meet the reasonable consumption needs of guests and comply with social ethics. However, due to the product characteristics of the hotel industry, many service forms are intangible products, such as inquiry services, restaurant services, room services and a large number of reception services. Therefore, it is difficult to accurately and quantify the quality standards of service products. But no matter how the quality of a hotel is stipulated, the most important thing is the evaluation from the guests: the customer's evaluation is the basic measurement of the service quality. The subjective evaluation is usually the only factor in the guest's evaluation of the service provided: this is what we often say The service tenet of "the customer is God" and "the customer is always right". This kind of "subjective evaluation" of guests is very arbitrary, may not be consistent, and is not entirely reasonable. However, whether the guests' subjective feelings are good or bad is a conclusion that the hotel industry must agree to accept.

For this reason, the quality of our service is determined by customer satisfaction. For example, when cooking a dish, the kitchen has its own quality standards, but the final quality must be recognized by customers with different tastes. You said that 25°C is the standard for guest room air conditioners, but some guests are afraid of the cold and some are too hot. You have to adjust the temperature to the temperature that the guests are comfortable with to meet the needs of the guests. Only then can the quality be up to standard. Therefore, when self-testing, self-inspection, and self-control quality, we must pay attention to the subjectivity and randomness of guests' evaluations. We should neither be complacent because of guests' praise, nor belittle oneself because of guest complaints. To achieve high service quality, we need to strengthen daily routines, strengthen systems, strengthen norms, strengthen prevention, strengthen control, and strengthen each link to meet quality standards and requirements, so as to prevent guests from being dissatisfied and saying "no more" or "no more". I decided to leave with the heart of "Live Again".