How do restaurant waiters remember customers?

How do restaurant waiters remember customers?

Mastering the memory recognition method can not only improve work efficiency, but also provide customers with high-quality services with strong pertinence and high accuracy, thus improving customer satisfaction. Next, I want to share with you how restaurant waiters remember customers. I hope it will help you!

Methods of recognizing guests by memory 1: Three-element memory.

Operating rules: Pay attention to the color, brand and license plate number of cars entering the hotel. In addition, the car, the driver's appearance and the guest's appearance should be combined to remember, because guests sometimes change cars, so as to confirm. For example, Li Zhengwei, who needs memory to identify Kong Ji, should remember his personal appearance (image characteristics, age), car model is red flag, car number is empty H00038, and driver is Xiaowu (image characteristics, age).

Method 2: Shape feature memory

Operating rules: remember face shape, height (ladies should pay attention to wearing high heels, because height will change), hairstyle, whether to wear glasses (people who wear glasses should pay attention to whether to wear contact lenses), language and so on.

For example, some guests only like to wear casual clothes/Chinese tunic suit; Guests are fatter/thinner; Accent (Jiaodong/Jinan) and voice (clear/hoarse).

Method 3: Remember the impression of the conversation.

Operational norms: People's five senses may change, but even a few short conversations give people little impression, from which we can see their relatively stable characteristics such as personality, daily life, hobbies and growth environment. Example: I know that the guest is left-handed through conversation; Do not eat spicy food; Cheerful or introverted personality.

Method 4: Combinatorial memory

Operational criteria: combined memory of appearance characteristics, special preferences and conversation impressions. For example, when recalling Chen, first remember his appearance (slightly fat, like to wear wool tank top and black cloth shoes), and then remember his conversation impression (from which he is more easygoing).

Method 5: Catering characteristics

Operation specification: remember customers by their time, frequency, preferences and other information. For example, XX leaders go to the A2 area of the hotel for dinner about twice a week. Eating time is faster. Do you like eating? Hot and sour nutritious ginseng? Drink dry red. Get to know Mayor XX through Jinan News Channel.

Method 6: TV, newspapers and magazines

Operating standards: remember people's impressions from TV, newspapers, magazines, etc. At the same time, read the interview notes and master the living habits, hobbies, preferences and other information of the guests.

Method 7: Field memory

Operating specification: 1. Addressing guests by other guests during meals (for example, addressing guests by other guests during guidance; When guests greet each other when they just enter the room, or toast each other during the meal, they can provide surname service in time when they know the surname and position of the guests. 2. Through colleagues/managers/salespeople/ordering directors, make on-site introductions or take the initiative to ask guests for information. 3. Through the guest's certificate (business card, work permit), you can provide surname service on the spot. 4. Provide personalized service for the guests and deepen the memory impression. 5. In the process of dining, tour guides and service personnel can transfer or exchange the relevant information of the guests in the non-face-to-face area, and then carry out on-site memory to identify the guests.

Methods of remembering and identifying guests' clothes Method 1: Clothes hangers are placed in different areas.

Operation specification: divide the clothes rack into sections, and hang the clothes of important guests (main guest, main guest and vice guest) in? 1? Number,? 2? Number,? 3? 1 hanger. Ex.: The guest's clothes are hung behind the partition? 1? 1 hanger. way

Method 2: A special person will provide clothes hanging service.

Operation specification: when two employees cooperate or the foreman comes to the room to help, one person is responsible for hanging clothes alone. If the guests don't arrive at the same time, the staff will be responsible for the replacement after the guests arrive. Example: a guest arrived and began to eat. The waiter hung up his clothes? 1? 1 hanger. However, after the guests sit in the passenger seat, is it necessary to change their clothes? 3? 1 hanger.

Method 3: Identify guests' clothes according to their daily work experience.

Operation specification: hang clothes according to reservation information, communicate with guests and observe the characteristics of guests' clothes.

For example: 1. By checking the reservation and communicating with those who arrived in advance, I learned that Director XX was hosting a dinner in Tianbao Hall today. When the guest arrives, he can hang his clothes directly on the. 1? 1 hanger. 2. Observe and remember the brand of the guest's clothes and the decorations on the guest's clothes (brooch, leader's head, etc.). ); Guests wearing suits can quickly remember the color, texture and stripes of their clothes. 3. The guest takes out his mobile phone and business card from his clothes pocket and can remember it quickly.

The application of the method of memorizing and identifying guests before meals, distribute a customer information collection record form to each front desk attendant, and employees can fill in the guest's surname and position memorized before and during meals on one side of each table. At the same time, the historical information of the guests obtained during the meal is recorded in detail.

Subject: unit, surname, position: information about the reception history of Shandong Provincial Procuratorate. I like to steam wild vegetables with white flour, home-cooked soup with shredded radish, fried shrimp sauce with dried Chili, fried noodles with egg white, and abalone soup. I don't eat it. People who eat clear soup like to drink maotai.

The second theme: unit, surname, position. Director Song of the Provincial Water Resources Department generally prepares 15 Maotai, 95 Changyu Caster, large glass to boiled water, and the standard of food gold is generally around 300 yuan/person.

No.65438 +0 dining table: unit, surname, position, etc. I like to drink Changyu Castel from 1995, and my favorite dishes are deep-sea fish stewed in sauce and steamed wild vegetables with powder.

Table 2: Company, surname and position: Chen Keshi likes radish sauce (radish strips should be cut into large pieces and served before meals), big watermelons, pumpkin juice, a glass of warm water to take medicine before meals, and Changyu Castel (a little white wine) in general. Table 3: Unit, surname and position: Director Zhang of the Provincial Water Resources Department likes to drink corn juice and eat clear soup, live sea cucumbers and chestnuts.

Table 4: Unit, surname and position General Sun likes to eat braised casserole wings.

Table 5: Company, Last Name and Job Title. Director Lu of the Water Resources Bureau does not drink white wine, but generally drinks dry red wine.

Table 6: Company, Last Name and Job Title. Tan, secretary-general of the Standing Committee of the Provincial People's Congress, didn't drink much. He drinks soda in large glasses and likes clear soup and live sea cucumbers.

The control measures are based on the working years of the service staff at the reception desk and the methods of memorizing and identifying customers. The number of customers that employees need to memorize and identify each meal is clearly defined, and inspection methods and punishment measures are formulated.

(1) The number of guests identified by memory is 1. All middle-level waiters and employees who have worked for more than three years (including three years) must recite 85% of the last names and work information of the dining guests at each meal. 2. Employees who have worked for more than two years and less than three years must memorize 75% of the last names and work information of the dining guests at each meal. 3. Employees who have worked for less than two years should recite the last names and work information of 65% of the dining guests at every meal.

(2) Inspection method 1. During the meal, employees will fill in the collected customer information in the Customer Information Collection Record Form in time. 2. With the help of the collected customer information, the waiter makes good use of the surname service in the meal, and the manager verifies the mastery and application of the employees by patrolling the table during the meal.

(3) Punishment measures: 1. Any guest whose number is less than the specified number 1 will be fined 10 yuan, which will be reflected in the corporate culture assessment. 2. If the collected customer information cannot be used in time, a fine of 65,438 yuan +00-20 yuan will be imposed as appropriate, which will be reflected in the corporate culture assessment.

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