How to improve the service skills and service awareness of catering waiters?

Case analysis of hotel catering service The basic requirements of case analysis of catering service are as follows: 1. The cases are selected from common, sudden and difficult cases in the process of hotel service and are representative; Secondly, the analysis of cases and the handling of difficult problems have been proved to be effective and practical by hotel practice; Thirdly, the analysis and handling of individual cases well embodies the unity of principle and flexibility, and it is skillful. 1. Case study of reservation: Miss Liu is a reservation clerk of Cantonese restaurant in a four-star hotel in Beijing. On Monday, she received a telephone reservation from a travel agency, requesting to arrange dinner for 120 American guests. 40 yuan for meals and 5 yuan for drinks per person. Five of them are vegetarians. The time is set at 6 o'clock on Friday evening, and the payment method is signed by the tour guide (some hotels and some travel agencies have contracts, and they can collect the catering statements of travel agencies and settle accounts regularly). Miss Liu recorded the reservation name, contact number, number of guests, tour group code, tour guide name and special requirements of guests in the reservation book. The tour group didn't arrive at 6 pm on Friday. Miss Liu contacted the travel agency for confirmation before, but there was no sign of changing the visa. Therefore, Miss Liu declined other reservations. At 6: 30, this group of people still disappeared. It happened that the restaurant had a high attendance that day. Looking at the table with cold dishes on it, everyone was in a hurry. The restaurant manager made a hasty decision, on the one hand, let Miss Liu continue to contact the travel agency, on the other hand, let the individual who came to the door without an appointment use the tables reserved by some groups. And contact other restaurants to prepare the use of other tables in case the tour group comes. After contact, the duty officer of the travel agency said that the reservation had not changed, and it may be that the team could not arrive at the hotel on time due to traffic jam. At half past seven, the tour group arrived at the hotel. The tour guide told the restaurant that 30 people could not come to dinner for other reasons. There are also 90 people dining, three of whom are vegetarians. The manager hurriedly asked the waiter to arrange it and replied to the tour guide. According to the regulations, the overtime booking and meal preparation expenses of these 30 people are deducted, and the proportion is 50% of the meal expenses. Due to the late arrival of the tour group, some reserved tables did not move, the restaurant's break-up rate was faster, and there were 30 fewer tourists in the tour group, so 90 American guests were arranged immediately after arrival. Looking at these hungry tourists, everyone finally breathed a sigh of relief. Question: please analyze the matters that should be paid attention to when accepting group reservations in restaurants from this case. Second, the case analysis of pre-meal preparation L The content of pre-meal preparation I. Environmental layout II. The layout of the scenery environment and the setting of the restaurant are actually the concrete embodiment of the dining culture of the restaurant. The hotel's material conditions, atmosphere, hygiene and safety, restaurant environment, temperature, music background, table layout, waiter's temperament, clothing, manners and skills constitute this cultural atmosphere, which shows the importance of pre-meal preparation procedures. Therefore, the process of pre-meal preparation is also a process of perfecting catering culture and reflecting the degree of hotel civilization. Case study of pre-meal preparation: an interpreter led four German guests into the Chinese restaurant of a three-star hotel in Xi 'an. After everyone was seated, the waiter began to let them order. The guests ordered some dishes and drinks, such as beer and mineral water. Suddenly, a guest made a surprised sound. It turned out that there was a crack in his beer cup, and the beer flowed down the crack to the table. Call the waiter for a drink at once. Another guest pointed to the side dish in front of him and showed it to the waiter. It turns out that there is a gap in the small dish. The translator quickly checked the tableware on the table and found that the bowls, plates, porcelain spoons, beer cups and other things were damaged to varying degrees, with cracks, gaps and defects on them. The translator stood up and called the waiter aside and said, "Why is there something wrong with the tableware here? This will affect the mood of foreign guests! " "This batch of tableware should have been changed long ago, and I have been too busy to change it recently. You see that there are problems with the tableware of other tables. " The waiter blushed and explained, "This is no reason! Can't such a big hotel even find some decent tableware? " The translation is a little hot. "Don't worry, I'll change your new tableware right away." The waiter quickly changed his mouth. After talking with the foreign guests, the translator said to the waiter, "Please change the place for us. My guests are not satisfied with the environment here. " After consulting with the restaurant manager, the guests were finally arranged to eat in a small banquet hall, and the tableware was of good quality. Knives and forks were placed according to the requirements of the guests. Looking at the exquisite tableware on the table and drinking delicious beer, these guests finally smiled. Question: What problems should I pay attention to before preparing meals? Three. Case study of welcoming guests: Margelite is an usher in a hotel coffee shop in Atlanta. The coffee shop is very busy recently. At lunch that day, Margaret had just returned with several guests when she saw a gentleman come in. "Good afternoon, sir. What is your name, please? " Margaret asked with a smile. "Hello, miss. You don't need to know my name, I will stay in your hotel. " The gentleman answered casually. "Welcome to visit here. I wonder if you would like to sit in the smoking or non-smoking area? " Margaret asked politely. "I don't smoke. I wonder what appetizers and large pots of vegetables you have here? " The gentleman asked. "We have some salads, meat dishes, smoked fish and so on. For the first course, a large basin of vegetables includes pork chop, steak, chicken, duck, seafood and so on. You can sit down and look at the menu if you are interested. Are you ready to sit down now? If you are ready, please follow me to find a table. " Margaret said. The gentleman looked at Margaret's beautiful image and neat and beautiful clothes, readily agreed, and followed her to the table. "No, no, I don't want to sit here. I want to sit by the window so that I can enjoy the street view. " Mr. Wang pointed to the window seat and said to Margaret. "Please sit here. I'll invite you over when the window is free, okay? " Margaret is asking for his advice. After asking the gentleman's permission, Margaret asked him if he would like some appetizers. The gentleman nodded in agreement. Margaret explained a few words to a waiter and left here. When Margelite appeared in front of Mr. Wang again and told him that there was a window seat available, Mr. Wang was chatting with a lady at the same table and motioned to order quickly without changing seats. Margaret smiled and walked away. Question: Please analyze the escort service from this case, that is, the process of escort service. Welcome and seating plan analysis. The welcome and seating plan includes two parts: actively contacting guests and guiding them to their seats. The two complement each other and echo each other. This kind of service needs professional ethics consciousness as the basis of its operation. The specific norms of this professional concept in the procedure are polite service, friendly service and value-added service. 1. Etiquette service The etiquette service in welcoming guests is manifested in the language and behavior of service, and the basis of etiquette service is professional ethics awareness. Without a good sense of professional ethics and cultural quality and accomplishment that reflects the development of modern civilization, it is impossible to be polite in service. Second, friendly service. Friendly service should also be reflected in the whole process of leadership service. Third, value-added services In the welcome and escort services, guests often arrive after business hours, when they are full or have no reservations. At this point, the service program generally does not force the usher to perform his obligations again. In this case, the service form that needs to be adopted is value-added service. To sum up, welcoming guests and welcoming procedures need to be constantly improved and innovated, and specific strategies should include: 1. Strengthen the improvement of the program itself, and constantly incorporate polite service, friendly service and value-added service into the regulations. 2. Strengthen the cultivation of service awareness. 3. Strengthen service informatization. 4. Improve the knowledge structure of ushers. Four. Case analysis of ordering wine and ordering food L Ordering wine and ordering food is the initial stage for guests to buy catering products in star-rated hotels, which is related to the success or failure of the whole service process. If the service of ordering wine or food is not thoughtful, guests are likely to leave in a hurry, and may even be dissatisfied with the overall service of the restaurant. Therefore, waiters need to master the basic process, basic requirements and service methods of ordering wine and food. First, the basic process of ordering drinks and food is relatively simple in form, including: sending tea and towels → waiting for ordering (wine) → sending menu (wine list) → ordering drinks and food → recording the names of dishes and drinks. However, it is not a simple matter to combine these procedures organically to achieve the satisfaction of guests. Guests have different preferences for drinks and food, different eating habits and methods, different familiarity with the products provided by restaurants, and different requirements for product flavor and price, which need to be paid attention to in the process of ordering drinks and food and properly solved. Second, the basic requirements From the requirements of guests and the characteristics of hotel catering services, we should pay attention to the following points when ordering wine and food: 1. Timing and rhythm. 2. The guest's expression and psychology. 3. Clean and sanitary. 4. Responsibility and patience. 5. Language and expression. 6. Knowledge and skills. Third, the service method When guests order, the service staff should not only serve the guests according to the basic procedures and requirements, but also have the ability to deal with special problems flexibly. This ability is the embodiment of quality and accomplishment, the reflection of experience, skills and skills, and the crystallization of inspiration and wisdom. Generally speaking, we can summarize the method of ordering food (wine) service as: 1. Program sequencing method. 2. Recommend a la carte method. 3. sell a la carte. 4. Psychological ranking method. Case of ordering wine: Mr. Xu took his customers to the restaurant of a star-rated hotel in Beijing to eat roast duck. The Beijing roast duck here is very famous, and the restaurant is full of guests. As there was no appointment, Mr. Xu and his party took their seats. After taking a seat, Mr. Xu immediately ordered food. He ordered three roast ducks and a dozen dishes for eight people at a time, one of which was "steamed fish". Because she was busy, the lady forgot to ask the guest how big the fish was, so she informed the chef to process it. After a while, the dishes came up one after another. Guests like to drink wine, taste delicious dishes and roast duck. At the end of the meal, there were still many dishes on the table, but everyone was full of wine and food. Suddenly, Xiaokang at the same table remembered that there was still a "steamed fish", so he urged the waiter to hurry up. The fish was served, and everyone was taken aback. What a big fish! It weighs 3 Jin. How can I eat it? "Young lady, who let you do such a big fish? We can't eat at all. " Mr. Xu said and pushed his glasses with his hand, but you didn't say what size you wanted? "The young lady asked that you should ask the guests how big fish they want when ordering, and let's have a look at it before processing. This fish is too big. We don't want it. Please return it. Mr Xu never gives in. "I'm very sorry, Sir. If you don't want this fish, the restaurant will deduct my money. Please forgive me. " The waitress's voice softened. "We can't pay for this dish. If not, go to your manager. " Xiaokang interjected. Finally, the young lady had no choice but to take the fish away and report to the foreman to cross it off. Question: Please analyze the precautions of the service staff when ordering food. V. Case Analysis of Meal Service and Inter-meal Service L Introduction of Meal Service and Inter-meal Service I. Scheme Introduction Meal Service and Inter-meal Service are the continuation of wine ordering service and the longest and most complicated service process in catering service. Second, the basic requirement of dining service and inter-meal service is the longest service stage for waiters to contact customers. They are time-limited, complex, normative and flexible. It requires waiters to standardize and standardize their services and correctly handle every service link. Because every action, every expression and every sentence of the waiter will have an impact on the whole service process and relate to the overall effect of the service. The catering and inter-meal service in restaurants of star-rated hotels are different, but the basic requirements for the procedures are the same. The service environment of the zero-point restaurant is chaotic, and the serving time, specifications and order of banquet service are strict. The service at the bar should know more about drinks. These services need standards and norms, and the service level should be constantly improved, so as to truly reflect the formal, luxurious and friendly service style of star-rated hotels. Case study of food supply and inter-meal service: One night, the Chinese restaurant of a five-star hotel in Beijing was receiving foreign tourists' tour groups and conference groups. Mr. Sun is a translator who is responsible for receiving foreign guests from a company. After arranging the foreign guests, he and his colleagues went to the nearby working restaurant. On this day, the foreign guests booked the banquet of "Beijing Roast Duck", and the translators, tour guides and drivers also enjoyed the same dining standards as foreign guests. After Mr. Sun sat down, the waiter brought tea and cold dishes, but after waiting for a long time, no other dishes came up. He couldn't help urging the waiter, who told him that he was too busy today and asked him to wait a little longer and serve the food at once. Mr. Sun waited for a long time, but no food was served. At this time, the dishes at other tables are almost served. Mr. Sun and his colleagues went to ask again twice, and when no food was served at this table, Mr. Sun became angry and stopped asking. After the foreign guests had finished eating, Mr. Sun took them directly to the car. At this point, the waiter chased the door and asked Mr. Sun to sign the bill. Mr. Sun said crossly, "I didn't eat at all. What is the bill? " "I'm very sorry, Sir. I'm really busy today. I neglected your desk. Why don't you pack your food and take the ducks away? But please check out first. " The waiter said anxiously. "Although we are also service personnel, we should all be guests of your hotel and be treated equally. You entertained foreign guests and other tables, but not us. It's no use reminding us several times, and we haven't eaten now. If you want to check out, please find a foreigner. " Mr. Sun said that he would get on the bus. Others were busy persuading Mr. Sun, and there were foreign guests on the bus asking about it. Finally, Mr. Sun and the waiter went back to the restaurant to check out. He refused the "dinner" packed in the restaurant, but said to the waiter, "Please remember this lesson and don't ignore every two guests in the future." Question: From this case, we can know the deficiency of restaurant management and service personnel in catering service. Case analysis of intransitive verb checkout L Introduction Checkout is the crowning touch in catering service, which means the end of the whole catering service. According to the requirements of high standards, the service at this stage cannot be relaxed, and we should continue to strive for perfection and do a good job according to the procedural requirements. 1. Pay attention to the checkout time. 2. Pay attention to the checkout object. 3. Pay attention to service attitude. 4. Be familiar with the checkout procedure. 5. After checking out, you should still meet the requirements of the guests and continue to provide warm service. Case study of checkout: On a late autumn night, three guests were dining in the Chinese restaurant of a hotel in a southern city. They have been sitting here for more than two hours and still have no intention. The waiter was very anxious and stood beside them several times, trying to urge them to check out quickly, but he never said anything. Finally, she finally couldn't help saying to the guest, "Sir, can you check out quickly? If you want to continue chatting, please go to a bar or coffee shop. " "what! If you want to kick us out, we don't want to check out yet. " A guest was angry at her words and said she didn't want to leave. Another guest looked at his watch and urged his companion to pay the bill at once. The angry guest grumpily asked the waiter to bring the bill. After reading the bill, he pointed out that there was a dish that was not ordered, but it was included in the bill and asked the waiter to correct it. The waiter is busy answering the guest's questions. The bill must be correct. Food has been provided. Several guests argued that they didn't order this dish. The waiter recalled it carefully, thinking that he might have made a mistake, so he went to the cashier to correct the account. When she handed the revised bill to the guest, the guest said to her, "I can pay for the meal, but your service attitude is unacceptable to us." Please call the restaurant manager at once. "The waiter felt wronged after listening to the guest's words. In fact, she didn't do anything wrong in the service of ordering and eating, just wanted to urge the guests to check out early. "Sir, if there is anything wrong with my service, I apologize to you, so don't call our manager. "The waiter said in a pleading tone." No, we are looking for your manager. Cameroonians did not compromise. The waiter saw that things were irreversible and had to call the restaurant manager. The guests told them that they were angry with the waiter for urging them to check out. In addition, the waiter overcharged, indicating that there is something wrong with the waiter's attitude. "These are indeed mistakes in our work, and I apologize to you. Gentlemen can check out at any time, and you are welcome to continue to rest here after checking out. " As the manager said, he asked the waiter to pour tea for the guests quickly. After repeated apologies from the manager and the waiter, the guests finally stopped talking. They paid the money and left with an angry face. Question: What mistakes did the waiter in this example make in the checkout process? 7. Turn over the table 1. Seeing off guests is a concrete manifestation of polite service, which reflects the respect, care, welcome and love of the catering department for guests. It is an indispensable item in the catering service of star-rated hotels. In the process of seeing the guests off, the service personnel should be polite, patient, meticulous and comprehensive to satisfy the guests. The main point is: 1. Don't worry when the guest doesn't want to leave, and don't make the wrong move to urge the guest to leave. 2. Before the guests leave, if they are willing to pack the rest of the food, they should actively serve the guests, never underestimate them, and never leave regrets for them. 3. When guests get up and leave after checking out, they should take the initiative to open their seats and politely ask if they are satisfied. 4. Help the guests to put on their coats and take things, and remind them not to forget things. Thank the guests politely and welcome them to come again. 6. Smile and watch the guests leave, or escort them to the restaurant door in person. The usher should send the guests away politely and welcome them to come again. 8. In case of special weather, the restaurant outside the hotel should arrange for the guests to leave the hotel, such as personally delivering the guests to the door of the hotel, holding an umbrella for the guests who don't have rain gear when it rains, helping the elderly and taking care of the young, and calling a taxi for the guests until the guests leave safely. 9. The farewell of large-scale catering activities should be grand and warm, and waiters should wear standard clothes and queue up for farewell, so that guests can truly feel the sincerity and warmth of service. Second, turning over the table is the process in which the waiter cleans up the tableware, tidies up the table and rearranges the table after the guests leave the restaurant. When other guests are still eating, or when guests who can't find a table are waiting, they usually turn over the table. Therefore, the civilization and efficiency of the turntable are important criteria for this procedure. It can be said that the turnover rate and turnover speed of a restaurant can reflect its business level and reception capacity. The key point to pay attention to in the paging service is 1. Turn the table in a timely and orderly manner, according to the order of wine, small tableware and large tableware. 2. If the items forgotten by the guests are found during the rummaging, they should be handed over to the guests or relevant departments in time. 3. Pay attention to civilized operation when turning the table, keep the movement steady, do not damage the tableware and articles, and do not disturb the guests who are dining. 4. Pay attention to the surrounding sanitation when turning over the table, and don't throw paper, sundries, soup leftovers, etc. 5. After the withdrawal, we should immediately start to standardize the stage arrangement to minimize the waiting time of the guests. Eight. Analysis of emergencies I. Analysis of prevention of emergencies The purpose of emergencies is to avoid these problems, so the prevention of emergencies is the primary problem that every waiter should pay attention to. Only in the whole process of service, we have the ability to predict and analyze emergencies and make adequate preventive preparations, can we reduce and eliminate those emergencies that affect the normal operation of the service. Second, the handling of emergencies The handling of emergencies in catering services is related to the quality level of catering services and the satisfaction of guests, and can also reflect the service ability of service personnel. The contingency of emergencies requires waiters to have certain abilities and necessary conditions: 1. Steady state of mind. 2. Flexible thinking ability. 3. Independent ability. 4. Strong adaptability. With the above basic conditions, we can take corresponding countermeasures such as relief, coordination, mitigation, compensation, administrative means and legal means according to the nature and types of emergencies. Remedial measures are aimed at emergencies caused by insufficient hardware facilities and services. These events will have a negative impact on the safety, psychology and needs of the guests, so it is necessary to take timely remedial measures to recover the impact. Coordination measures can be applied to emergencies caused by the imbalance of environment and service, such as long waiting time, collision with guests when serving food, sudden power failure in restaurants, etc. These events will affect the guests' dining mood, so we should take corresponding remedial and coordination measures in time to calm the guests' psychology. Mitigation measures are more practical when dealing with unexpected events caused by guests themselves. Compensation measures are often applied to events that bring spiritual and material losses to guests because of product quality, which can reflect the hotel's apology and sincerity to guests. Use administrative and legal means to deal with those bad events that seriously affect the consumption of other guests. In case of a fine, the security guard advised him to leave and contacted the case handling department of the Ministry of Public Security. This method can effectively ensure the safety of the vast number of guests and maintain the normal operation of hotel catering services. In the catering service of star-rated hotels, we must pay attention to the influence of objective environment, guests' needs and service skills on service quality, handle the relationship among them, constantly learn, accumulate and enrich service experience, improve and develop service procedures, so as to correctly and appropriately handle various events in emergencies and achieve ideal service results. .