What basic qualities should restaurant employees have?

With the increasingly fierce competition and the enhancement of consumers' awareness of self-protection, guests have higher and higher requirements for the quality of catering services. The improvement of catering service quality depends on high-quality employees. Therefore, catering employees should establish correct concepts and consciousness, improve service attitude, update the knowledge needed for their jobs, and improve their management and service capabilities, so as to improve the quality of catering services. The quality requirements of catering employees mainly include the following aspects.

I. Ideological and political requirements

(1) Being politically firm

Catering workers should establish a correct political stance, that is, adhere to the Party's basic line, earnestly study Marxism-Leninism, Mao Zedong Thought and Deng Xiaoping Theory, strictly abide by foreign affairs discipline, stress principles, stress unity, know the overall situation, take care of the overall situation, and do nothing that harms national dignity and personality.

(2) Ideological dedication

Catering practitioners must establish a solid professional ideology, fully realize the important role of catering services in improving service quality, love their jobs, study hard at work, and be enterprising and innovative; Consciously abide by the social ethics of being polite, helping others, caring for public property, protecting the environment, and obeying the law; Advocate the professional ethics of love and dedication, honesty and trustworthiness, fairness in handling affairs, serving the masses and contributing to society, develop good behavior habits and cultivate their own good moral quality.

Second, the service attitude requirements

Service attitude refers to the subjective intention and psychological state of catering employees in the process of serving guests, which directly affects the psychological feelings of guests. Service attitude depends on employees' initiative, creativity, enthusiasm, sense of responsibility and quality. Its specific requirements are:

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Catering workers should firmly establish the professional consciousness of "guests first, service first", always consider the guests everywhere in their service work, and show a positive mood. Whenever guests need it, they should take the initiative to solve it in time after finding it, so as to be diligent in eyes, mouth, hands, feet and heart, and let the service play a role before the guests speak.

enthusiasm

Catering workers should love their jobs and clients in service, serve their guests like relatives and friends, and be smiling, dignified and steady, friendly in language, full of spirit, sincere in treating others, helpful in spirit and hospitable everywhere.

Be patient

When catering staff serve different types of guests, they should be patient, not noisy and annoying, and have a kind attitude. Service personnel should be good at figuring out the customer's consumption psychology and patiently answer all the customer's questions. And can listen to the opinions and suggestions of the guests with an open mind, without shirking. In case of conflict with guests, we should respect them, have strong self-discipline ability, be calm and patiently persuade them.

Be considerate

Catering practitioners should be meticulous, comprehensive, thoughtful and decent in their services. Before service, service personnel should make full preparations and make detailed and thoughtful plans for service work; When serving, observe carefully to find and meet the needs of guests in time; At the end of the service, we should seriously solicit the opinions or suggestions of the guests and give timely feedback to make the service better.

Third, the service knowledge requirements

Catering practitioners should have a wide range of knowledge, the specific contents are:

1. Basic knowledge

There are mainly staff code, service consciousness, courtesy, professional ethics, foreign affairs discipline, hotel safety and health, service psychology, foreign language knowledge and so on.

2. Professional knowledge

It mainly includes job responsibilities, working procedures, operation forms, management system, use and maintenance of facilities and equipment, service items and business hours of the hotel, communication skills, etc.

3. Related knowledge

It mainly includes religious knowledge, philosophy, aesthetics, literature, art, law, historical geography, customs and etiquette, folk religious knowledge, local and surrounding tourist attractions, transportation and so on.

Fourth, the ability requirements

1. Language ability

Language is a tool for communication between people. The excellent service of restaurants needs to be expressed in words. Therefore, catering practitioners should have good language skills. The language requirements for hotel service personnel in the Classification and Evaluation of Star Rating of Tourist Hotels (GB/T 14308-2003) are: "The language should be civilized, polite, concise and clear; Advocate speaking Mandarin; When the questions raised by the guests cannot be answered, they should be patiently explained and cannot be shirked and handled. " In addition, service personnel should also master a certain foreign language.

Step 2 be flexible

Because most of the service work in restaurants is done by employees through manual labor, the needs of guests are changeable, and some unexpected events will inevitably occur during the service process, such as complaints from guests, improper operation of employees, drunken troubles of guests, power failure and so on. This requires restaurant service personnel to be flexible, calm, timely and properly handled, fully embodying the hotel's service tenet of "guests first" and trying their best to meet the needs of guests.

3. Marketing ability

The production, sales and consumption of catering products are almost synchronous and intangible, which requires restaurant service personnel to promote sales flexibly according to guests' hobbies, habits and consumption ability, and try their best to improve the consumption level of guests, thus improving the economic benefits of catering departments.

4. Technical capacity

Catering service is not only a science, but also an art. Technical ability refers to the skills and abilities of restaurant service personnel in providing services, which can not only improve work efficiency, ensure the specifications and standards of restaurant service, but also bring pleasing feelings to guests. Therefore, if you want to do a good job in restaurant service, you must master skilled service skills and use them flexibly.

5. Observation ability

The quality of restaurant service depends on the physical and psychological feelings of the guests after enjoying the service, that is, the satisfaction of the guests' needs. This requires service personnel to have keen observation ability when serving guests, pay attention to the needs of guests at any time and give them timely satisfaction.

6. Memory ability

The information about the customer's needs learned by the restaurant service staff through observation should not only be met in time, but also be remembered. When the guests come back next time, the service staff can provide targeted and personalized services, which will undoubtedly improve the satisfaction of the guests.

7. Self-discipline

Self-discipline refers to the self-control ability of restaurant service personnel in the process of work. Service personnel should abide by the hotel's staff code and other management systems, and clearly know what they can and can't do when and where.

8. Ability to obey and cooperate

Obedience is the obligation of subordinates to superiors. Restaurant service personnel should have the concept of organizational discipline with obeying the orders of their superiors as their first duty, and should unconditionally obey and conscientiously implement the instructions of their immediate superiors. At the same time, the service personnel must obey the guests and meet their requirements, but they should obey the degree, that is, meet the reasonable needs of the guests in line with traditional moral concepts and socialist spiritual civilization.

Five, physical quality requirements

1. Health

Catering employees must be in good health, have regular physical examinations and obtain health certificates issued by health and epidemic prevention departments. If you have an illness that is not suitable for restaurant service, you should be transferred from your post.

2. Strong physique

The work of catering service is labor-intensive, and restaurant service personnel should have certain leg strength, arm strength and waist strength when standing, walking and serving food. Therefore, catering practitioners must have a strong physique to be competent for their work.

In addition, restaurant service needs team spirit, and the improvement of restaurant service quality needs the participation and input of all employees. In the service work of the restaurant, the service personnel are required to work closely with other employees, respect others, and work together with Qi Xin to try their best to meet the needs of the guests while doing their job well.