How can we do a good job in catering service?

Quality education of catering employees

Restaurant staff directly face customer service, and there are many guests in contact with them every day, all kinds of guests. Although they are very attentive in service, sometimes it is inevitable that they will be negligent for a while and cause harm to the guests; Or the service staff did everything in line with the regulations when serving food, but still could not satisfy the guests. The restaurant service staff here should take the principle of "customer first", apologize to the guests and strive for their understanding. As a waiter in a restaurant, we must know the types of customers, so that we can improvise, seize the opportunity, respond freely, conform to their needs and provide the best service.

To achieve the above services, you must pay attention to self-cultivation at ordinary times and don't lose your temper casually. Be sure to dress neatly, be dignified, have a kind attitude, be kind to others, be serious and responsible, cooperate quickly, be honest and considerate, and make guests feel that the service they receive is impeccable. The regulations to be observed are as follows.

● Employee's behavior

The service staff of the restaurant must dress appropriately and behave in a dignified manner when serving, so as to convince customers that the restaurant focuses on cleaning services. Male waiters must always shave, dress neatly, clean their hands and nails, and pay attention to bad breath and body odor. The waitress should comb her hair neatly and wear a set of hair covers; There are no other decorations except wedding rings and watches; Do not use bright nail polish, nails should be trimmed neatly; Wear the specified flat shoes and stockings, leaving a dignified and hygienic impression on the guests. Service personnel should not smoke or chew gum at work.

Polite, friendly and helpful attitude and moderate tone of voice can increase the beauty of the waiter.

Restaurant service personnel must be kind when serving food and be very careful when dealing with others. In the event of an accident, remember to be patient, solve any disputes sincerely, and take "customer first" as everything.

● The cooperative spirit of employees.

Restaurant staff must be serious and responsible and cooperate quickly, which can make the work more smooth. Waiters should not only be willing to be competent in their own work, but also be able to find and understand colleagues' difficulties and immediately know where and how to help colleagues. This spirit of active participation and cooperation is conducive to the smooth progress of the work.

● Honesty and courtesy of employees.

Colleagues working in restaurants must respect each other and help each other; Abide by the rules of the restaurant, not greedy for money, not cheating guests, polite and thoughtful. This will win the favor of the guests when serving food.

As long as we pay attention to the cultivation of catering practitioners, the business of restaurants can be better and the purpose of profit can be achieved.

Pay attention to the creation of restaurant atmosphere

The fun of eating is not only to taste the food, but also to enjoy the atmosphere of the restaurant. A good atmosphere can not only give people visual enjoyment, but also increase their appetite. There has been such a thing:

In a restaurant surrounded by big glass, you can see pedestrians. About an hour before closing, all the other guests left, so we were lucky enough to sit by the window. After serving, we are enjoying ourselves happily. Maybe the waiter is cleaning up the kitchen. They took out some trash cans from the alley next to the shop and put them on the side of the road separated by a glass. It is a place to collect garbage at night. For us, it's like putting garbage in front of us. In addition, pedestrians on the road also throw garbage there, giving people the feeling of eating by garbage cans and having no appetite for food.

In many restaurants, even if there are guests in the restaurant at closing time, they are careless and buckle their chairs upside down on the table to clean the floor. What's more, when we started cleaning, we drove all the guests away. This practice is extremely disrespectful to the guests. The correct way is to tell the guests to close the store as soon as possible and wait until all the guests have left before cleaning, even if it is a little late, it will only be ten minutes late. As long as it is during business hours, we should serve our guests well. Besides, now is not the time to clean up. For the waiter, the guest is the most important, so we must consider what kind of influence our work will bring to the guest's mood. Instead of doing what you want according to your temper.

Besides, after the guests finish their coffee, they will be busy cleaning up the dishes. It is not good to be too early or too late. It is too early to think that you are driving them away, but it is too late, and others will think that the service of this store is not good. It's been so long since we finished eating, and the service hasn't kept up.

In addition, we must pay attention to the temporary changes in business hours. If you really want to change it, you must publicize it in advance to avoid trouble. "As long as the restaurant closes 30 minutes earlier than usual, the guest's protest phone will call." When chatting, the person in charge of a large restaurant told me about the trouble caused by temporarily changing the business hours.

Guests who think the hotel is open and come in high spirits will be disappointed when they see the closed door. If you change the business hours of the restaurant casually, people will feel that there is no credit. Since the business hours have been decided, they should be strictly observed. "There are probably no guests coming today, so close the door!" This idea is wrong. Even if only one guest comes, you should continue to do business and keep your promise. This is the reputation of the business.

Sometimes guests just want to enter the store, but when they see the notice that "all rooms are full today" on the door, they will go back in frustration. When you hear the cheerful voice from the restaurant, you will be disappointed and think, "I finally came, but I was turned away." Sometimes I suddenly see the notice of "temporary closure today", which is very impolite to the guests who have come here for a long time. If you need to temporarily suspend business or charter to others, you should inform the guests 7 ~ 10 days in advance. This is necessary, so that customers will feel that you have been remembering him and thinking about him.

Importance of foreman supervisor training

The hotel has general manager, directors, managers, supervisors, foreman and ordinary employees. As the most basic manager, the foreman plays an extremely important role in the hotel. However, in the past, hotels only emphasized the importance of department managers, but ignored the grass-roots managers who had the most important tasks in each work, and blamed the poor service quality on ordinary employees, but did not expect the decisive role of the foreman in service quality. Due to the high mobility of middle-level management cadres in the hotel industry, the sustainability of hotel development is affected. At present, many hotels have begun to realize the powerful role of grass-roots managers in maintaining the basic operation of hotels. They ensure the normal operation of their department without a department manager. Because of the flat management, a manager is needed to manage multiple employees, and the foreman supervisor just meets this requirement. Therefore, training a group of backbone grass-roots managers has become an important part of the development strategy of these hotels. The foreman and supervisor are the most basic level of the hotel and the most important executive level of all the work tasks of the hotel. The foreman supervisor is the management who has the most contact with guests and employees. Foremen and supervisors know the mentality and work skills of the employees they manage best, and they are also the first class that ordinary employees talk to when they encounter problems, such as dealing with guests, and the class that gets the most information. Many hotels attach great importance to collecting the opinions of employees and guests, but fail to pay attention to the key role of foreman and supervisor in collecting information. The information collected by subordinate employees is first handed over to the foreman and supervisor, and before the information is handed over, it may be screened by the foreman and supervisor level, so it is not comprehensive to ignore the feedback received by the foreman and supervisor level.

The foreman is the most important manager who affects guests and employees. Often the hotel has a good development prospect. However, due to the management ability of a foreman or supervisor, the employees were dissatisfied and chose to leave the hotel. It is not difficult to find these problems from the interview records of former employees. The foreman or supervisor is the employee who has the most contact. The quality of these grass-roots managers directly affects employees' impression of the hotel, their evaluation of the hotel management level and their willingness to stay in the hotel. Similarly, it also affects the image of the hotel. Therefore, managers who attach importance to image should attach importance to the quality training of their foremen and supervisors. But unfortunately, foreman and supervisor are also the most easily overlooked management. Because of the service quality of the hotel, which department manager is often mentioned, and then which employee is mentioned, but which foreman or supervisor is not mentioned. At this time, they seem to have ignored it. They are ashamed, but no one wants to listen and pay attention. At the same time, department managers are used to directing ordinary employees directly, instead of telling their foreman or supervisor to organize employees to complete tasks.

As a matter of fact, quite a few hotel foremen or supervisors don't know how to manage employees, understand the psychological dynamics of subordinates, and don't know how to calm employees' dissatisfaction. Because hotels must have satisfied employees to meet the needs of their guests, and satisfied employees depend on the management of these grass-roots managers to a great extent, it seems not easy to find a cohesive team inside the hotel, mainly because these managers fail to better understand and manage employees' dissatisfaction.