How to train waiters?

Hotel managers or middle-level leaders should often communicate with service personnel to understand the personality and ability of new waiters. And according to each waiter's personality and ability, arrange a suitable post for him, so that all waiters can do their best. When assigning jobs and tasks to waiters, we should also consider whether the assigned jobs and tasks are correct. In addition, we should pay attention to communication skills in the process of training new waiters. For example, organize new waiters to participate in outreach activities, and learn about each waiter's coordination and organization ability and their own potential during the activities; Use the time after dinner in the evening to hold a tea party for the new waiter, so that the waiter can speak freely in a harmonious atmosphere; You can also hold a debate contest with the theme of corporate culture, so that waiters can deepen their understanding of corporate culture in the debate contest; The hotel can also use the free time after the morning meeting or lunch to organize new and old service personnel to carry out some game activities in the open space in front of the hotel, such as tug-of-war competition, rope skipping competition and other activities, which not only enriches the amateur life of service personnel, but also enables new service personnel to unconsciously integrate into the enterprise in the game. A gang of one helps to eliminate the strangeness of service personnel. New service personnel will feel "uneasy" when they enter the new enterprise, and they don't know whether they can adapt to the new enterprise. In order to eliminate the anxiety of new service personnel and make them adapt to new jobs as soon as possible, we must first do a good job in the ideological work of service personnel.

After the waiter enters the hotel, the first thing to accept is to understand the corporate culture of the hotel, such as "What is the principle of treating people?" Wait a minute. When instilling corporate culture into waiters, hotels should not only explain the company's declared purpose and spirit, but also analyze some service details for waiters through specific examples, so that they can understand the connotation of corporate culture more deeply. Usually two days before the new waiter leaves the hotel, because these two days not only have to adapt to the environment, but also remember the menu knowledge and corporate culture. This period has become the period when waiters are most likely to have inferiority complex and retreat. Therefore, the hotel needs to arrange for the old waiter to bring the new waiter after the new waiter joins the job. If possible, it is best to implement the "One Belt, One Belt" approach, which will help new waiters to eliminate loneliness and strangeness. At this time, the old waiter should not only act as a "teacher", but also explain the knowledge of dishes to the new waiter, how to order and place orders at work, how to allocate tables and table numbers in the restaurant, and solve the accommodation and dining problems of the new service staff at the same time, so as to eliminate the worries of the new service staff.

In addition, we must affirm the progress of new waiters in time, attach importance to their suggestions and opinions, and set some "examples". Form an atmosphere of "comparing, learning, catching up, helping and surpassing" among new waiters. The human resources department should also link the performance appraisal results with the salaries and rewards of new waiters and establish a good employment mechanism. The details start from bit by bit. When training the basic service skills of new waiters, we should do every detail of the training well. Only in this way can new waiters be fully prepared to deal with some unexpected events in the service process. Therefore, when training new waiters, we should do the following five things:

First, train new waiters to "recognize the theme". From sitting down to showing the guests to the table, the waiter's work has already begun. When the waiter pulls the chair for the guest, he should pay attention to every detail in the process of exchanging pleasantries and giving up his seat. Because we insist on taking a seat at this time, the last guest who sits down must be the host and guest, and the guests who give up their seats are generally guests. After distinguishing between the host and the guest, the service personnel should also pay attention to the names of the guests in the process of greeting, such as the director and manager Wang. If the service staff can accurately call out the guest's name in the process of service, not only will the guest's face feel very proud, but the guest will also remember the name of the hotel because of the surprise. This shortens the distance between the guests and the hotel and leaves a good impression on the guests. Second, there must be good order. When guests go to a hotel for dinner, they often ask the waiter in the process of ordering: "What is the specialty in your store?" For the waiters who have just arrived at the hotel, this is their greatest fear. Sometimes being speechless will give people the impression that the hotel has no characteristics or the corporate culture of the hotel is not well implemented. This is bound to have a negative impact on the hotel, so the new waiter must be familiar with the hotel's signature dishes, from taste to main and auxiliary materials. If there are many signature dishes in the hotel, and the waiter can't remember them all at once, you can choose a few well-sold signature dishes and memorize them first. In addition, we should also remember the special dishes and chef's special dishes launched by the hotel every day. Another point to note is the language barrier. If you meet a guest with a strong local accent during the service, the service staff can't hear the name of the dish ordered by the guest clearly, so you can't ask the guest directly or ask the guest to repeat it. At this time, the service staff should use language art, such as "Excuse me, sir, did you order XX food?" If it is wrong, the guest will report the name of the dish again. If the waiter still doesn't understand the name of the dish, don't ask the guest again. At this time, you can find a friend of the guest, preferably a woman, and tell her that she can't understand the accent of Mr. Ordering, and see if she can "translate" it. Under normal circumstances, guests will not refuse this request. After ordering, the service staff should also repeat the menu and take the order after the guest approves it. This can prevent the wrong dish from happening.

Third, the service between meals has changed from passive to active. A harmonious and thoughtful dining environment is what guests pursue when dining in a hotel, but if guests don't think about anything when dining, it is not a matter of simply losing their temper, which will inevitably affect the reputation of the hotel. Therefore, when training new waiters, hotels should let them develop the habit of walking. In general, the most commonly used things for guests to eat are tea and napkins. Service personnel can increase the number of trips to Taiwan during their service. Every time they go to Taiwan Province, they will add some tea or send some napkins to their guests, but they can't go too much each time. There are two reasons: first, it can avoid waste and save costs for hotels; Secondly, the service staff can take advantage of the opportunity of adding tea or delivering napkins to understand the needs of the guests, see if it is necessary to replace the bone plate, clean the table top and take away the empty plates and bottles on the table. At the same time, pay attention to whether the guests have enough drinks. If there are not many drinks left, ask the guests for advice in time to see if more drinks are needed. & ltbr & lt= "p ="> Fourth, check the bill when closing the account. Most people think that checkout is the cashier's business, not the waiter's. In fact, when the guest signals to settle the bill, the waiter should carefully check whether the quantity, items and price of the bill and menu are accurate, inform the guest of the amount spent and the amount paid by the customer after confirmation, and identify the authenticity of the coin. This will not only help the cashier to go through one more pass, but also avoid the occurrence of wrong accounts, and the guests will also feel psychological satisfaction because of the thoughtful service of the waiter.

Fifth, the guests leave the patrol desk. When the guests leave the hotel after dinner, the service staff can walk around the dining table while the guests are dressing, putting on their hats and tidying up, and check whether the guests have left anything behind. When the guests leave, they should also remind them: "Please take your belongings with you. Welcome to come again next time." Don't underestimate this simple reminder, this casual remark may make guests remember the hotel.