Excellent waiter experience, do one every day, you are not far from being promoted to supervisor!
01
When preparing for work
Check your grooming before going to work. In front of the guests, your image does not belong to the individual, but to the hotel.
Before going to work, think about whether you have prepared the work tools and whether the work left over from the previous day is ready. A small detail may affect the quality of your service.
No matter whether you are in your own work area or not, as long as you walk by and develop the habit of picking up garbage on the ground, it is convenient for everyone.
When the guest does not arrive, only one set of lights is turned on in the private room, and the light can work. If each room can save one kilowatt-hour of electricity every day, then the entire floor can save at least 60 kilowatt-hours of electricity every day, which is not a small amount in a month or a year.
Before opening, carefully check whether the pre-meal preparations in your work area are done well, such as hygiene, tableware, boiling water, tea, sauce and vinegar jar, toothpick cup, etc. It’s like going through an exam paper carefully after taking an exam.
02
The guest is seated
Be careful not to damage the chopstick cover when removing the chopstick cover during the service. This is an easy thing to do, and the cost will be reduced accordingly.
It is necessary to understand the guests in your room, such as the name and number of digits of the reservation person, and remember the guest’s name, position, hobby, taste, etc. as much as possible, so as to provide better, more thoughtful and more enthusiastic service next time , and strive to convert guests into regular customers of the hotel. It’s not just managers who have regular customers, as a regular waiter, if you want, you can too.
After the guests of the private room enter the room, they should take the initiative to hang their clothes for the guests when they take off their coats; take the initiative to take the bags or clothes for the guests when they leave. In fact, at this time, you are very politely performing the duty of “supervision”. We neither want the guests to leave their own things, nor do we want the guests to take away things that do not belong to them.
03
when guests order
When the dishes ordered by the guests are sold out, the guests should be notified as soon as possible to change the dishes or return them. The longer the delay, the greater the dissatisfaction of the guests. Regardless of whether the dishes are available or not, the first thing to tell is respect.
When billing, the handwriting should be clear, do not waste the menu, do not write cursive or practice calligraphy. A menu goes through many links and should be understood by everyone.
When the order is finished and the guests have not arrived, be sure to mark all dishes as “ordered”; after the guests have arrived, only the main food “ordered”; after the hot dishes are ready, notify the guests that the dishes have been served, and according to the actual situation Ask guests if they would like to add a dish or if they can have a main course.
After ordering the dishes, check the station number, including the method of dishes, the number of people dining, whether the dishes ordered are accurate, etc. Checking it again will reduce the trouble of many people in many departments.
If a guest orders two or more dishes with duplicate flavors or ingredients at the same time, but your prompt is invalid, you should mark a five-pointed star on the menu as a note. Let your superiors and the kitchen know that this is a guest request, not a repeat order.
04
when serving customers
If the guest has children, bring a baby stool for the guest in time; when ordering, introduce one or two dishes suitable for children to the guest. Sometimes it’s more useful to take care of a customer’s child than to take care of the customer.
Try to check whether there are foreign objects (such as hair, glass, insects, flies, etc.) in the dishes before serving. One more checkpoint will reduce the possibility of complaints. As far as the loss of the hotel’s interests is concerned, it may be possible to make up for it at this level.
When serving food, clearly and loudly announce the name of the dish and ask customers to use it slowly. Doing so allows guests to know exactly what they are eating. Because not one customer orders all the dishes, the name of the dishes can let other guests know and remember the dishes he likes to eat, which will accumulate the next group of guests for the hotel.
When serving dishes, remind guests to avoid pouring soup and wine on guests.
The order should be drawn first, then shifted and then served, and the serving position of the next dish should be considered.
The service rule for serving food is left up and right down; the rule for pouring alcohol and beverages is right up down and right down. Both serve in a T-step.
If the delivered dishes are not ordered by the guests or have not arrived at the time of serving (such as cold dishes have been served before the hot dishes are served), they should be returned to the food delivery department in time for proper handling. Finding reasons to convince guests to accept is not a smart move.
After all the dishes are finished and ordered, the guests should be informed in time. Because after all the dishes are ready and then reminding the guests that the dishes are ready, the customers will have to wait in vain for a period of time, and the guests will feel uncomfortable.
Whether serving or packing, try to avoid making noise and handle items with care.
Use a tray for utensils or drinks. The use of pallets is a manifestation of standard service, and the more you use it, the easier it will be. 24. If there are foreign guests and friends among the dining guests, please take the initiative to ask if you need a knife and fork.
Whisper when pouring wine for the guests: How much do you want to pour? Guests will love it.
Remember to put a spoon when serving dishes such as bean and tofu, and don’t wait for the guest to ask for it.
If you see flies, flying insects, etc., you should immediately find a way to eliminate them. Encountering flying insects during dining will not only turn off the appetite of the guests, but also make the hotel environment unpleasant, such as flying into the dishes, which is even more troublesome.
Remove the empty plates in time, and replace the few dishes left with small plates. In this way, it will not only be convenient to serve, but also keep the table tidy.
For dishes with seasonings, seasoning should be added first, and then the dishes. The purpose of this is to tell the guests that the seasoning that comes up is used in the dish.
During the dining process of the guests, pay attention to the guests’ views on the environment, dishes and prices, and try to write down the reflections to the manager. By summarizing every day, you can try to figure out the psychology of customers.
Keep the desktop and worktable clean at all times, and take away the dishes removed from the dining table at any time. It is really incongruous to put garbage and delicious food together.
When the guest leaves the table and goes to the bathroom, fold the guest’s napkin and put it aside, and then open it to the guest when the guest comes back, which will make the guest even more pleasantly surprised. Remember to fold a different pattern every time you fold, which requires you to learn some paper folding skills at ordinary times.
After the guests have finished their meal, the remaining dishes should be sent back to the kitchen, and the manager or chef should be asked to taste them in order to find out the reasons for the unpopularity.
When you see a guest taking out a cigarette, you should immediately grab a lighter and light a cigarette for the guest as soon as possible.
When guests drop chopsticks or other cutlery on the ground, they should replace them with clean cutlery as soon as possible. Waiters should be quick and quick, not waiting to be asked everywhere.
Always pay attention to whether there is water in the tea cup of the guests and whether there is wine in the wine glass. In this way, the hotel can not only increase the sales of wine, but also avoid the embarrassment of no wine in the glass when the guest toasts.
If you want to leave your post temporarily (paying bills, urging food, delivering tableware, getting drinks, etc.), you should tell other colleagues to take care of your service area on your behalf. The service that guests need is anytime, anywhere, and sometimes just when they leave.
Put away the tea cups after pouring the drinks for the guests; when the guests say they no longer drink, put away the wine cups and pour drinks or tea. Don’t underestimate such a simple action, which can sometimes lead to greater sales of alcohol and beverages in the hotel.
When you receive a sell-off notice during business, you must promptly inform other colleagues around you.
If you can’t find the manager at work, please go to the reservation office or the receptionist on the floor to inquire about the manager’s whereabouts. This is more efficient than when you drop guests and run around looking for a manager. Because the welcome lady is generally equipped with a walkie-talkie.
Pay attention to the expressions, movements and needs of the guests at any time during the process of being on duty in the hall or touring the stage. If a guest is looking around, take the initiative to ask if they need help.
05
When the customer pays
Before paying the bill, the guest should check the bill to see if there are more orders or missing orders. It is best not to rush to take a look when the customer asks to pay the bill. The busier it is, the easier it is to make mistakes.
When the customer pays the bill, for the unopened beverages, the customer should be asked whether to open or return it. If the customer returns after paying the order, not only will you be in trouble, but even the cashier bar will be in trouble.
Say “thank you” three times before and after paying the bill: say “thank you” when you send the bill, say “thank you” when you receive the money, and say “thank you” when returning the change or invoice. Guests are our food and clothing parents, of course we should seize the opportunity to say “thank you” more.
After receiving the money from the customer after paying the bill, check the amount in front of the customer, and clearly tell the customer how much money he received. It’s your fault for overcharging or undercharging, and it’s best to be clear in person. In particular, pay attention to the authenticity of banknotes.
When paying the bill and returning the invoice and change to the guest, remember to put a reservation card of the hotel where you are in the change pocket. Doing one more little thing will bring more opportunities for guests to visit the hotel.
After the customer pays the bill, put the vase on the table, indicating that the order has been paid. When guests leave, other colleagues or leaders will feel relieved when they see the vase on the table.
When guests leave after dinner, they must say goodbye warmly, and don’t show the expression “finally gone”. After-sales service is as important as pre-service.
Immediately after the guest pays the bill and leaves, check whether the hotel’s things are lost (especially on high floors), and whether the guest’s things are left behind. High-end, fancy tableware does attract guests, but with it comes the increased risk of damage or loss.
There is a customer tipping in the service, which proves that the customer recognizes your service, and the complete refusal to accept a tip can sometimes embarrass the customer. When guests tip, explain to guests: Thank you for your encouragement, this is what we should do.
06
After the guest leaves
When closing the table, first collect the linen (mouth cloth, towel, dish pad), then the glassware, and then the small pieces (chopstick rest, chopsticks, spoon, toothpick cup), etc. The efficiency of closing the table in order will be greatly improved . Pay special attention when closing the table, do not dump the garbage in the ashtray on the tablecloth, so as not to burn the tablecloth, which may cause a fire in serious cases.
Disposable towels or napkins that have not been used by guests can be returned to the bar at any time. The accumulation of less can make a lot of money. Aidian Rujia starts from small things.
Disposable towels used by guests should be recycled centrally and used as cleaning tools in other departments. Cleaner ones can be given to the guest bathroom. The more you do to turn waste into treasure, the better.
After the guest leaves, for the sake of health and the image of the hotel, do not eat the leftovers of the guest. This is a minimum of self-respect.
The use of items should follow the principles: where to put things back there, who borrowed things to return to whom, remember the location of the department’s items and utensils. Slowly you will find that this is indeed a good habit, not only convenient for you, but also convenient for everyone.
What you break yourself should be compensated by yourself, and being brave to take responsibility will only bring you benefits and praise.
If equipment and facilities are found to be damaged, they should report to the supervisor or the engineering department in time so that they can be repaired in time and avoid affecting normal business work. The premise is to check it every day.
Accidents or complaints that occur on the floor every day should be notified to the supervisor on duty to prevent other colleagues from making the same mistakes. It can be emphasized at the regular meeting that taking your own mistakes as an example is a style.
Going to the kitchen when you are free will make your work easier.
Cover your yawn or sneeze with your hands or a napkin, and you must hide in a place where no one can see it after get off work.
When meeting guests or superiors, they take the initiative to say hello politely. A simple greeting can leave a good impression on people.
When 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 him first, and if you take the initiative to help him, he will also help you.
Do not take the passenger elevator unless it is an emergency.
When you see a stranger entering a non-business area, you should take the initiative to stop and ask your identity. Waiters are the most widely distributed in the hotel, so this responsibility should be shouldered the most.
If you pick up any items left by the guests, you must immediately hand them over to the manager or the reservation office, so that you can get in touch with the guests in time and return them to the guests. This is respect for yourself and others.
Maintain the property and reputation of the hotel at all times and on any occasion. Since you are an employee of the hotel, the reputation of the hotel is actually your reputation. Who loves the shop like home and conscientious staff, which boss doesn’t like it? This is much better than trying to “smooth up”.
No matter what the circumstances of the business premises, do not make loud noises, and warn yourself to keep your voice quieter and quieter.
Conscientiously make weekly records, detailing the daily attendance, complaints, passenger flow, what happened on the floor, the content of the regular meeting… What happened on the day should be recorded clearly on the day, so as to avoid problems in the future.
Knock on the door (usually three times) before entering the private room or office, which is applicable at all times.
The get off work must be properly handed over before leaving work, and then ask the supervisor whether it is possible to leave work, and then leave work after permission. Maybe the leader has other things to do, which is both respect and responsibility.