How should hotel waiters treat guests?

The guest is always right, which is an iron principle of serving the staff, that is, try our best to provide the most pleasant service for the guests. However, the rights of such guests are not blindly forbearing. For example, some rude people break into restaurants, harass other guests and insult waitresses. In this case, the restaurant staff should first be calm, calm, polite, neither supercilious nor supercilious, and tell them to be quiet and pay attention to manners. If you don't listen to advice, politely ask them to leave the restaurant and salute first. If they refuse, they will unswervingly notify the security department immediately. Remember, no matter how angry you are, don't shout. If you insult guests in public, it will make things worse and drive away many guests.

C, avoid the guest to file a lawsuit

Even the most advanced hotel restaurants should avoid food falling into foreign objects occasionally. Because if the restaurant guests suffocate or suffer other personal injuries due to foreign objects, the guests have every reason to file a lawsuit against the restaurant and demand compensation. Similarly, as long as guests can prove that food is toxic or contaminated, they can also sue.

D, personal quality requirements of restaurant employees

(1) Careful and thoughtful

(2) Polite service

The waiter should not only meet the dining needs of the guests, but also make them feel comfortable through his own polite service. This kind of service is often realized through nuances. For example, help guests take off their coats and bags; Help guests pick up things that have fallen to the ground; Light the guests who smoke and change the ashtray; Adjust curtains or blinds for guests to prevent dazzling sunlight from shining on their faces; Adjust the music volume and use some polite expressions in the service, such as "please", "thank you" and "sorry", which is what every restaurant employee should do. Polite behavior and language show respect for others, which is one of the basic elements to make guests feel happy and satisfied.

(3) Reliability is a sign of a person's maturity and an essential quality for hotel employees. A trustworthy person, first of all, is responsible for his work commitment, and at the same time, he can make full use of his time to complete the assigned tasks within the prescribed time limit. Reliability is a factor that must be considered when recruiting new employees.

(4) Economic mind

Any hotel employee has an important responsibility-reducing costs. In catering, I don't know how many good things are discarded as waste every day, which is the biggest and most incalculable waste. A rational person will not intentionally damage or waste personal or business property, and a lot of waste occurs unconsciously. A well-trained restaurant employee should pay attention to the following points to reduce waste.

① Be careful when storing porcelain and glassware;

(2) according to the recipe standard ingredients and provide food;

③ Send the unused things back to the kitchen;

(4) Don't throw away silverware mixed with dirt when cleaning the dining table, and ask the guests for advice before adding butter, bread and coffee for them;

⑤ Use proper amount of detergent.

(5) Action efficiency refers to getting good results with less labor. Restaurant staff should carefully plan the service steps, reasonably arrange the food running route, shorten the service time and improve the work efficiency, so as to better serve the guests.

(6) Honesty is an important quality that anyone should possess, especially those who are in contact with the public. On any business day, restaurant employees have the opportunity to cheat guests and enterprises. Therefore, in addition to strengthening ideological education, managers should often patrol and inspect places where cheating may occur to prevent such unpleasant incidents.

(7) Knowledge A competent restaurant employee must be able to answer any questions raised by the guests to cope with the busy work, without having to ask others to answer and affect others' work. After work, employees should spend some time familiarizing themselves with menus, dining room equipment and various features of restaurants and kitchens, so as to skillfully use them and solve problems quickly. In addition, you should also know the raw materials, ingredients, cooking time and service methods of the dishes on the menu.

A successful restaurant employee should not only know the above knowledge, but also know the general situation of the enterprise and the special services provided by the restaurant or hotel, which will bring great convenience to new guests. In addition, you should also know the important news of the day, local tourist spots, shopping spots, traffic overview and other basic knowledge. Winning the trust of guests because of their rich knowledge will increase their satisfaction and attract them to patronize. A self-motivated restaurant employee should attach great importance to learning from beginning to end.

(8) Be prepared.

Restaurant service is not something that procrastinators can do. This should be a work of thinking ahead and acting ahead. All the preparations must be done before opening the business. If you store spices, tablecloths and napkins, you must also prepare some utensils, such as bottle openers, matches or lighters, and extra pencils or pens. Such restaurant staff are well-trained in the eyes of guests.

(9) Agility For many guests, especially breakfast and lunch are just an episode in a day's work. Many people are used to dealing with some scheduled affairs immediately after meals. Therefore, guests need quick service and quick response is very important. But remember, serving guests should not be too casual and hasty, and can only be handled in a pleasant way. For example, it can save time by suggesting that guests order some dishes that don't take long to prepare.

(10) Skilled catering practitioners must constantly improve their skills in their work in order to develop the catering industry. The key to improving skills is to practice more. For example, the skills of supporting trays through crowded people can only be improved through practice.

(1 1) It is very important for the staff of any restaurant to say and do the right thing at the right time so as not to offend others. When guests misunderstand and try to correct their ideas, they should be careful and choose a safe and acceptable way of talking.

Restaurant staff should try their best to sell more good things to the guests, so as to increase the average consumption of the guests and thus increase the profit of the restaurant. A good waiter can skillfully guide guests to give up a dish and choose other high-end dishes.