Catering service details

As the saying goes: Details determine success or failure. In catering services, a detail may affect whether a customer will introduce more friends next time or never come to your restaurant again. For the following 56 details in catering services, I hope catering service staff can self-check to see if they have been fulfilled.

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Meal preparation details

1. Check your appearance before going to work. In front of guests, your image does not belong to you personally, but to the restaurant.

2. Before going to work, think about whether the work tools are ready and whether the work left over from the previous day is ready. A small detail may affect the quality of your service.

3. No matter whether you are in your work area or not, as long as you pass by, develop the habit of picking up garbage on the ground. It can be done easily and conveniently for everyone.

4. When the guests have not arrived, only one set of lights should be turned on in the private room, as long as the light can work. If each room can save one kilowatt hour of electricity per day, then the entire floor can save at least 60 kilowatt hours of electricity per day, which is not a small amount in a month or a year.

5. Before opening the business, carefully check whether the pre-meal preparations in your work area are complete, such as hygiene, tableware, boiled water, tea, sauce and vinegar jars, toothpick cups, etc. This is like reviewing the test paper carefully after taking the exam.

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When guests enter the restaurant

6. Tips on salutation

For guests, remember each other’s last name and title. Address each other by this title and tell your other colleagues. Some experiences in remembering guests’ surnames are shared as follows:

(1) Ask more senior employees and leaders

Old employees and leaders have been working in the restaurant for a long time and know many guests. , so you should ask more questions about new employees. If you don’t know a guest, you can politely ask if necessary: ??"Sir, what is your last name?"

(2) Use multiple names

< p>Once you know the customer's name, you should repeatedly use various opportunities to address the customer by his or her name. This will help remember the customer's name. Example: Mr. Li, your food will be here soon. Mr. Li, you spent 2886 yuan today.

(3) Multiple associations

Remember the customer’s face and physical characteristics, and try to associate them with his name.

(4) Recollection

When I am about to get off work, I will promptly recall the faces and other information of the guests I served today and the services I provided, and contact them with their names again. Make associations together;

Example: When I get off work, I will think about what kind of personalized service I gave Mr. Li today? What are his hobbies? What kind of words does he like?

(5) Take notes

As the saying goes, it is easier to remember than to write down. Use a notebook to connect the various characteristics of customers with their names and their hobbies. Write them all down. Over time, it will not only be the hotel's wealth, but also your own wealth.

7. Guest arrival service

(1) Take the initiative to say hello to the guests and help them carry their luggage. If it rains, prepare an umbrella bag to help guests wrap the umbrella and send it to the room.

(2) If there are water stains or oil stains on the local floor, guests are reminded to be careful when slipping.

(3) Remind guests to be careful of the steps when going up and down the stairs, help guests press the elevator button when going up and down the elevator, hold the elevator door, invite guests in, and escort guests to the box or dining table.

(4) When you find a guest looking around in the aisle, immediately greet the guest and ask if he or she needs help.

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When guests are waiting for tables

8. When restaurant guests are waiting for tables, they also need to provide corresponding detailed services so that customers can wait while waiting. full of joy. Generally speaking, waiting in line for meals is extremely annoying and annoying to everyone. First, the fast-paced social life has made us more or less lose the patience we should have and become "impatient" and unwilling to waste precious time on eating. Second, the traditional waiting is just sitting on a chair in a restaurant and waiting. If you are better, you can offer a glass of water or a piece of watermelon.

How catering companies can break the stereotypes, they need to do the opposite, and through a series of innovative measures, turn the originally complaining and miserable wait into a happy wait.

While customers are waiting in the waiting area, enthusiastic service staff can immediately deliver watermelons, oranges, apples, peanuts, fried shrimp crackers and other snacks, as well as soy milk, lemonade, mint water and other drinks (all unlimited provided free of charge).

In addition, customers can also be provided with the opportunity to play cards and chess and surf the Internet for free. If you want to be more surprising, you can provide free nail trimming services for women and free shoe polishing services for men. In this way, I believe that the boring waiting time has passed quietly while eating, drinking and having fun. Perhaps this waiting service will become one of the restaurant's business features and signatures.

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Seat opening service

9. Pull up the chair and give up your seat. Pay attention to the order in which guests are seated, lead important guests to the host and guests, and then proceed in a clockwise direction.

10. Take off your clothes. After the guests are seated, we hang the guests' clothes in the wardrobe in clockwise order from the guest of honor to the host. Hang the clothes, scarves, gloves, and hats of the same guest together. Do not mix and match them. Pay attention to help the guest sort out the clothes that he has taken off. If the sleeves are rolled up, take them out and clean up the debris and dandruff on the collar.

11. Enter the private room. After the guests enter the box, arrange for them to sit down, turn on the TV (adjust the volume to a suitable decibel), and introduce to the guests that the box is equipped with magazines and newspapers.

12. When serving tea to guests, remind them to be careful when scalding tea, especially tea with a straw.

13. When the guests are ready to serve, the waiter must lead the guests to sit down, stand in advance and pull up the chair behind the host and guest to give up their seats.

14. When guests sit at will without clearly distinguishing priority, the waiter must observe which guest or which important guests are sitting where, so as to change the service order. Do not blindly follow the order. Operate on the principle of starting service from the guest of honor.

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Customer ordering service details

15. When the dishes ordered by the guests have been sold out, the guests must be notified as soon as possible to change the dishes or help them return the dishes. The longer it is delayed, the greater the dissatisfaction of the guests will be. Regardless of whether the dishes are available or not, telling them as soon as possible is out of respect.

16. When placing an order, the handwriting should be clear and legible. Do not waste orders on the menu, do not write in wild cursive or use it as a calligraphy exercise. A menu goes through many steps and should be understandable to everyone.

17. When the guests have not arrived after ordering, be sure to indicate this.

All dishes are "ordered"; after the guests arrive, only the staple dishes are "ordered"; after the hot dishes are served, the guests are informed that all the dishes have been served, and the guests are asked whether they want to add more dishes or not according to the actual situation. You can have staple food.

18. After ordering, review the table number, including the recipe, number of people dining, and whether the ordered dishes are accurate. Checking it more often will save many people in many departments trouble.

19. If a customer orders two or more dishes with the same taste or ingredients at the same time, but your prompt is invalid, mark the menu with a five-pointed star as a comment. Let your superiors and the kitchen know that this is a guest request and not a duplicate order.

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Customer dining service details

20. If the guest has children, bring a baby stool for the guest in time; when ordering, introduce the guest to the guest Two dishes suitable for little ones. Sometimes taking good care of the customer's children is more useful than taking good care of the customer.

21. Before serving, try to check whether there are foreign objects in the dish (such as hair, glass, bugs, flies, etc.). One more checkpoint will reduce the possibility of complaints. As for the restaurant's profit loss, it may be possible to make up for it at this level.

22. When serving dishes, announce the name of the dish clearly and loudly and ask customers to use it slowly. This allows guests to know exactly what they are eating. Because not one customer orders all the dishes on the table, naming the dishes allows other guests to understand and remember their favorite dishes, which will accumulate the next batch of customers for the restaurant.

23. When serving dishes, guests should be reminded to avoid pouring soup or wine on them.

24. When serving dishes, you must mark the order first, then move it and then serve it, and consider the serving position of the next dish.

25. The service rule for serving food is to move up and to the left; the rule for pouring drinks is to move up and to the right. The service posture of both is T-step.

26. If the dish that is served is not what the guest ordered or it is not served at the right time (for example, the cold dish is served before the hot dish is served), it must be returned to the dish delivery department in a timely manner for proper handling. Looking for reasons to convince your guests to accept is not a smart move.

27. After all the dishes have been served and orders have been placed, guests must be informed promptly. Because waiting for all the dishes to be served before reminding the guests that the dishes have been served will cause the customers to wait in vain, which will make the guests uncomfortable.

28. Use a tray to take cutlery or drinks. Using pallets is a sign of standardized service. The more you use them, the smoother your work will be.

29. If there are foreign guests among the dining guests, take the initiative to ask if they need knives and forks.

30. When serving beans, tofu and other dishes, remember to put a spoon on them. Don’t wait until the guests ask for them.

31. If you see flies, flying insects, etc., you should immediately find ways to eliminate them. Encountering flying insects while dining will not only turn off the appetite of the guests, but also make the restaurant environment look bad. If they fly into the dishes, it will be even more troublesome.

32. Empty plates should be removed promptly and the few remaining dishes should be replaced with small plates. In this way, it will not only be convenient to serve dishes, but also keep the desktop tidy.

33. During the meal, pay attention to the guests’ opinions on the environment, dishes, and prices, and try to write them down and report them to the manager. By constantly summarizing every day, you can figure out the psychology of customers.

34. Keep the desktop and work surface clean at all times, and take away the plates removed from the table at any time. It is really incongruous to put garbage and delicious food together.

35. When the guest leaves the table and goes to the bathroom, fold the guest's napkin and put it aside, and then open it when the guest comes back, which will surprise the guest even more. Remember to fold a different pattern every time you fold, which requires you to learn some paper folding skills when you have nothing to do.

36. When you see a guest taking out a cigarette, you should immediately get a lighter and light the cigarette for the guest as soon as possible.

37. When a guest drops chopsticks or other tableware on the floor, replace the guest with clean tableware as soon as possible. Waiters should be quick and quick, and should not wait to be asked.

38. Always pay attention to whether there is water in the guest's tea cup and whether there is wine in the wine glass. In this way, the restaurant can not only increase wine sales, but also avoid the embarrassment of guests having no wine in their glasses when they toast.

39. If you need to leave your post temporarily (paying bills, ordering food, delivering tableware, getting drinks, etc.), you must ask other colleagues to take care of your service area on your behalf. Guests need service anytime and anywhere, sometimes right when they leave.

40. When receiving a sell-out notice during business operations, you should promptly inform other colleagues around you.

41. At work, if something happens and you cannot find the manager, please go to the reservation desk or the floor receptionist to inquire about the manager’s whereabouts. This is more efficient than leaving the guest behind and running around looking for the manager. Because the reception girls are usually equipped with walkie-talkies.

42. When the customer pays the bill, the customer should be asked whether to open or return unopened drinks. If a customer returns the order after paying, not only will you be in trouble, but the cashier bar will also be in trouble.

43. Say "thank you" three times before and after paying the bill: say "thank you" when sending the bill, say "thank you" when receiving the money, and say "thank you" when sending back the change or invoice. ". Guests are our food and clothing parents, so of course we should seize the opportunity to say "thank you" more often.

44. After paying the bill and receiving the customer’s money, count the amount in front of the customer and clearly inform the customer how much money was received. It's your fault whether you overcharge or undercharge. It's best to clarify it in person. Pay special attention to the authenticity of banknotes.

45. When paying the bill and sending the invoice and change to the customer, remember to put a reservation card of the restaurant in the change pocket. Doing one more small thing will bring more customers to the restaurant. opportunity.

46. After the customer pays the bill, place the vase on the table to indicate that the order has been completed. When the guests leave, other colleagues or leaders will feel relieved when they see the vase on the table.

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Customer after-dinner service details

47. When closing the table, first collect the linens (cloths, towels, plate mats), and then collect the glass The efficiency of putting away utensils and then small items (chopstick holders, chopsticks, spoons, toothpick cups) in order will be greatly improved. When collecting the table, pay special attention not to dump the garbage in the ashtray into the tablecloth to avoid burning the tablecloth, which may cause a fire in severe cases.

48. Guests can return unused disposable towels or napkins to the bar at any time. A little can add up. Love a store like home starts with small things.

49. Disposable towels used by guests should be recycled centrally and used as cleaning tools for other departments. The cleaner ones can be used in guest bathrooms. The more you can do to turn waste into treasure, the better.

50. When using items, you must abide by the principles: put things back where you took them, return things to whom you borrowed them, and remember the location of the items and utensils in your department. Slowly you will find that this is indeed a good habit. It is not only convenient for you, but also convenient for everyone.

51. If equipment and facilities are found to be damaged, report it to the supervisor or engineering department in time so that it can be repaired in time and avoid affecting normal business operations. The premise is to check it every day.

52. When meeting guests or superiors, take the initiative to say hello politely. A simple greeting can leave a good impression on people.

53. When you see that other colleagues are overwhelmed, take the initiative to help others and promote teamwork spirit. If you want others to be nice to you, then you have to be nice to them first. If you take the initiative to help them, they will also help you.

54. If you pick up any items left by the guest, you must immediately hand them over to the manager or the reservation office so that you can contact the guest in time and return them to the guest. This is respect for yourself and others.

55. Keep weekly records carefully, detailing daily attendance, complaints, passenger flow, what happened on the floor, content of regular meetings... Everything that happened that day should be recorded clearly on that day to avoid future incidents. Problems cannot be explained clearly.

56. Be sure to hand over the work properly before leaving get off work, then ask your supervisor whether you can leave work, and get permission before leaving get off work. Maybe the leader has other things to do. This is both respect and a sign of responsibility.

Many details in the restaurant service process require all our catering staff to feel, constantly summarize and communicate with each other.

Therefore, our catering employees should pay more attention to learning in their daily work, and serve attentively from the customer's perspective. I believe that there are more service details that will become the moment that the restaurant touches the customers, and provide the restaurant with the best service. The business development brings new vitality and vitality.