I have a catering hotel, which belongs to the nature of high-end clubs. At present, it needs rectification. I asked for a plan. The main problems are: scattered personnel and poor performance.

The catering industry pays attention to service quality. Starting from employee training, new employees should be systematically trained. The scheme is as follows:

Training target: front office staff

Training purpose: to improve the quality of front office staff, provide quality service for guests and improve the operating efficiency of our store.

Key points of training: employee service knowledge

Professional ability of employees

Employee's employment concept

Training plan: specific training course arrangement.

(a) Training essentials

The basic qualities of catering staff include ideological quality, professional quality and psychological quality. In daily work, it can be reflected in rich service knowledge, resourceful service ability and warm and thoughtful service attitude.

A, employee service knowledge

The service knowledge of catering industry is the sum of all kinds of service-related information that catering practitioners should know in order to provide better services. Mastering the service knowledge of catering industry is the most basic thing to carry out all the work in catering industry. Only on the basis of knowing a wealth of service knowledge can we provide quality services for our guests smoothly.

1. Understand the role of rich service knowledge.

(1) Improve service level and reduce service failures.

If our employees can master the service knowledge of this position skillfully, they will feel comfortable and thoughtful when serving their guests. Otherwise, it is easy to make mistakes and cause dissatisfaction and complaints from guests.

(2) Increase the convenience of service and improve the efficiency of employees in entertaining guests.

Rich knowledge can make the service arbitrary, so as to provide the services needed by the guests in time, skillfully and accurately. And our store can provide more thoughtful services for more guests because of the substantial improvement in efficiency.

(3) Reduce the uncertainty of our employees in providing services.

Rich service knowledge can largely eliminate the uncertainty in service, make hotel employees more targeted in service and reduce the error rate.

2. Staff service knowledge training content

(1) Our management objectives, service objectives and related corporate culture.

(2) Training content of employees' job responsibilities

① The role and importance of this position and its position in our store.

(2) the object of work, specific tasks, work standards, efficiency requirements, quality requirements, service attitude and responsibilities and scope of responsibilities.

(3) The work flow, work regulations and reward and punishment measures of this position.

Second, the ability of employees to work.

1. Language ability of free control

Language is an important tool and way for employees to establish good relations with guests and leave a deep impression. Language is not only a tool for communication and expression, but also reflects and transmits auxiliary information such as corporate culture and employees' mental state. The use of employees' language ability is mainly reflected in the following aspects:

(1) tone

Hotel employees should pay attention to the natural smoothness and affability of their tone when expressing, keep the expression at a constant speed, and always remain calm and polite.

(2) Grammar

Use the grammar correctly. The key point is whether the structural collocation of sentence elements is accurate, which mainly refers to whether the collocation of sentence elements is accurate and whether the part of speech is misused.

(3) Logic

Logic is about the correct use of sentence causality and progressive relationship. This is a very important aspect of language expression, and ambiguous or wrong sentences are easily misunderstood by guests.

(4) Body language

Body language plays a very important role in expression. In interpersonal communication, body language even exceeds the importance of language itself to some extent. Hotel employees should use body language appropriately when using language to express themselves, so as to create an expression atmosphere that makes guests feel easy to accept and satisfied.

(5) the timing and object of expression

Employees should use appropriate language to express themselves according to the service required by the guests, the identity of the guests, the psychological state of the guests and other specific circumstances.

2. Firmly attract guests' communication skills

The charm of interpersonal communication is very powerful, which makes the guests deeply impressed by the employees and Dai girls. Good communication skills are an important basis for employees to achieve these goals in service.

(1) When interacting with guests, employees should first treat the guests as "familiar strangers".

Although every new guest is a stranger to the staff, he should regard the guest as an old friend who has been with him for a long time. In this way, hotel staff will get rid of the overly mechanical politeness and passive coping state when providing services, so that guests can feel a more natural but sincere courtesy.

(2) Make a good first impression on the guests.

The first impression is very important for the establishment and maintenance of interpersonal communication, and the deepest memory is often the impression left by the first contact. Beautiful appearance and manners, sincere smile and meticulous manners are the keys to leaving a good first impression on guests.

(3) The establishment of interpersonal relationships should also be persistent from beginning to end. Every employee should persistently establish good interpersonal relationships with guests, and should not neglect the guests because of his temporary mistakes and thoughtlessness, thus ruining the good interpersonal relationships established by himself and other employees at other times.

3. Keen observation ability

The essence of observation ability is to be good at thinking of the guests, put yourself in their shoes, and deliver the service in time and properly before the guests speak.

Third, employees' work philosophy.

1, the concept of customer first

The relationship between guests and employees

The relationship among guests, Dai girls and employees is rich and varied due to their respective roles in society and economy, which also illustrates our responsibility to guests from different angles.

(1) the relationship between selection and being selected.

The market competition of modern catering industry is very fierce, and guests have many choices. Guests' choice of food is not blind and random, but has their own selection criteria. For example, whether the geographical location of the hotel is suitable, the service attitude of the hotel staff, whether the services provided by the hotel are distinctive and so on.

(2) the relationship between the guest and the host

Compared with the guests, we are the hosts, but the concept of Daimei is very abstract, so our store can't be regarded as the host. Although the operators and managers are the legal representatives, actual investors and top decision makers of Daimei, they generally do not come forward directly in the service, but are only responsible for the decision-making and handling of some major events. Therefore, in practical work, guests will regard the employees who provide services for them as their hosts.

(3) the relationship between service and service.

What the guests want to buy when they come to us is our service products. He not only compensated the cost of our service product, but also laid the foundation for our profit. And the only way for us to repay our guests is to provide them with quality and affordable service products. Guests buy our service products to meet their needs here, and this satisfaction is very demanding. What guests need is high-quality, professional and standardized service. Moreover, this kind of service is provided by employees, and there are generally no guests themselves. This kind of service is the contact between people. Guests should get spiritual comfort and satisfaction while receiving the service, and feel that they are our most important and popular guests through the service.

(4) Friendship

When guests come to our restaurant for dinner, it is easy for us to impress each other and establish friendship with them through mutual understanding and cooperation and a short time. Guests are not only our consumers but also our friends. With more old and new friends, our business has a very solid foundation.

2. Treat guests' consciousness

(1) The guest is God.

Guests are God, which means that guests enjoy supreme status in our store. The times are changing, the demand of "God" is changing, and the power of "God" is getting stronger and stronger. Only on the basis of in-depth investigation and study of "God" can we deeply grasp the law of customer demand, supplemented by unique marketing strategies, attract "God" and get the opportunity to satisfy "God".

(2) The guest is always right.

In our service, we emphasize that "the guest is always right". It is emphasized that when guests misunderstand our service methods and service contents or make comments on the service of the staff, the staff should first look at the problem from the standpoint of the guests and try their best to solve the problem from the perspective of understanding and satisfying the guests. In addition, emphasizing that guests are always right mainly means that hotel staff should be tactful and artistic in dealing with problems. When the fault is really on the guest's side, or the guest really misunderstood the service of the staff, the hotel staff should maintain the self-esteem of the guest through clever handling, especially when there are other guests present, so as not to make other guests feel that a guest's judgment is wrong or unclear. Of course, if the guest has serious deviant behavior, illegal behavior or damages the interests of our store, this principle cannot be applied.

3. Customer service equation

In service, there are several simple equations that can help employees understand the importance of their position and attitude towards guests. Employees should be aware of the important role they play, rather than treating themselves as simple ordinary employees.

(1) The good image of each employee = our overall good image, that is, 1 = 100.

This equation means that every employee in our store is a representative of our image, and what employees say and do when they treat customers represents the management level of Daimei, the quality of all employees and the overall service level of our store.

(2) The overall good image of everyone-the poor performance of an employee, that is, 100- 1 = 0.

The meaning of this equation is that our service image is determined by all employees. Even if other employees perform well, as long as any of them does not perform well, our image will be seriously damaged.

(3) Customer satisfaction = the performance product of each service employee.

In this equation, employees perform well and provide excellent service, with a score of 65,438+000, poor performance and extremely poor attitude, while the score is zero. Our image is not the result of the simple addition of each employee's performance, but a product.

Hotel service personnel should not only simplify the service, but also make the service deeper-quality service, so that guests can feel happy and happy while meeting the basic requirements.