13 basic quality training for waiters
The improvement of the basic quality of waiters is a long-standing and difficult problem in catering management. For most catering companies, the manpower supply of waiters is in a sharp gap, and there is little room for choice.
In order to improve the overall quality of waiters, the editor shared a set of “13 basic quality training for waiters”. It took about 10 days to improve the mental outlook of waiters and quickly improve the basic quality of waiters, with remarkable results.
first training
confidence
Method: Divide 12 trainees into a group, each group stands in a circle, and there is a seat in the circle. The trainees stood on the seats one by one and shouted the corporate system or etiquette with the loudest voice for 20 minutes each, until they could freely tell their beliefs and experiences in front of others.
Analysis: Most of the employees who work as waiters are from rural areas, with poor family background, backward education, low knowledge, and dull speech. Overcoming psychological obstacles and enhancing their ability to speak in front of others is the basis for building self-confidence. , not only can exercise the courage to speak in front of people, but also familiar with the common sense of catering management, kill two birds with one stone, and get twice the result with half the effort.
Note: Instructors should be good at discovering and affirming every advantage of trainees, be good at creating a relaxed and harmonious atmosphere, be equal and friendly, and prevent the emergence of rebellious psychology.
second training
listen
Method: Let the trainees answer: Now everyone will be given 1 million yuan per person. Please make an investment plan according to your actual situation. The investment plan must be reasonable and feasible. Instructors discuss investment, wealth, beliefs, morals, accumulation and other issues with trainees for each individual’s investment plan. After the training, the trainees should write training notes according to their own understanding. The number of words should not be less than 600.
Commentary: There are two main reasons why people are reluctant to listen: one is that they have developed the habit of not listening; 1 million yuan is an astronomical figure for these trainees, not to mention having seen it, just never thought about it. How to get such a wealth from this unthought of question can greatly stimulate their curiosity, and make them unknowingly enter the wonderful world described by the instructor, and “listening” changes here. be natural and easy. Especially after writing the training notes, everyone was surprised to find that they had listened to so much content?
Note: The instructor must not laugh at the trainee’s investment plan, and the language should be easy to understand and fluent. Be good at telling short, concise stories.
third training
praise
Method: Divide each group of 12 people into two teams and stand facing each other. Each person said to the person standing opposite to “discover the other’s advantages and give appropriate praise”. The instructor explained the content, angle and method of praise, gave impromptu praise to the trainees, and gradually increased to “handling customer complaints with praise methods”.
Commentary: Praise is a good habit of outstanding people. Excellent waiters must master the tool of praise. It is no exaggeration to say that a waiter who is good at using praise will be like a duck to water in catering services, and he will deal with it easily, and rarely encounter difficulties and uncooperation from customers. But praise is a very difficult habit to form. After all, most people are used to being “critical” in their lives.
Note: The key to praise is in moderation. If it is too exposed, it will be “numb”, and if it is too weak, it will not achieve the desired effect. Make the praised party feel that the conclusion comes naturally.
Fourth training
passion
Method: Divide each group of 12 people into two teams, stand opposite each other, and set up a captain for each team. Under the leadership of the captain, the two teams shouted the reading with the loudest voice, kept the rhythm as neat as possible, disrupted the organization and performance of the other team, and the one who could complete the reading first to complete the reading was the winner. The winner can rest for 3 minutes on the spot, and the loser must do a set of 8 push-ups or other sports of their choice (such as table drilling, etc.).
Comments: The reason why the waiter profession is highly mobile is because the industry itself is full of uncertainty: the first day of working enthusiastically until late, but the next morning when you go to work, you may receive a notice from the boss that the business is closed. Waiters have always regarded this industry as a station in their lives, rather than seeing it as a place to live. The bad thing is that once the waiters form this view, the service quality of the catering company becomes at stake, and improving the level of catering operations becomes an empty talk. Therefore, it is very important for the waiters to maintain high enthusiasm in their work. The catering industry is a highly people-oriented business and lacks passion. Even if you master a higher level of service and skills, the results will be greatly reduced.
Note: Activate the competitive spirit of each team member by getting them to move and shout until a habit is formed.
Fifth training
Cooperation
Method: Under the leadership of the captain, the waiters of the two teams carried out designated aerobics exercises. To be able to do complete exercises proficiently is qualified. The first to reach the goal is the winner, and the second to reach the goal is the loser. The reward and punishment method is the same as the fourth training method.
Comments: Lack of cooperation is a common bad phenomenon in the waiter team. The waiters are in groups of three and five in groups, each fighting for each other, and they cannot form a unified whole. The cooperation training takes the team goal as the command, and makes concerted efforts to advance and retreat together, which greatly forges the team spirit of the trainees and lays a good foundation for good service work.
Note: Cooperation training is easy to understand but difficult to master, and it is easy to cause mutual accusations. Instructors should pay close attention to the thoughts and emotions of backward students, and do not act too hastily to avoid the phenomenon of breaking the pot and leaving the team.
Sixth training
Credibility
Method: Each group of 12 people stood in a horizontal line, and the instructor asked each trainee to stand in front of the line one by one, and tell everyone about their “happiest thing” and “the most painful thing”, which aroused everyone’s discussion. Let everyone get rid of the disguise of “official language” as much as possible, use the familiar words they are most familiar with, and understand the true philosophy of life. The instructor should comment on the gains and losses of each trainee according to the actual situation of each trainee, introduce the life of the great man, and guide the trainee to establish a correct outlook on life with the strength of the great man’s personality.
Commentary: People living at the bottom of society need the care of others so much! Sometimes, they just need a kind listener who can patiently listen to their untortured life stories and feel their joys and sorrows. Some waiters are extreme, such as: speechless, hostile, uncooperative, violent, etc. The reason is that their life feelings do not get the attention they deserve, so they will make up many lies to avoid themselves Injured, the defects of the personality arise from it. The solution seems to be simple: organize everyone to listen to him (or her) to express their feelings, and increase the credibility of the personality in the talk. You can only trust yourself if you trust others.
Note: The instructor must master the scene to prevent the trainees from getting emotional and causing adverse consequences.
Seventh training
sense of humor
Method: Each group of 2-3 people rehearses and performs comedy sketches, imitating them as much as possible, and carefully figuring out the language, demeanor and rhythm of the famous actors in the sketches. Learn and experience a sense of humor from the performance.
Commentary: What is humor? Everyone’s answer is different. Humor, I think, is about entertaining others by making fun of yourself. Everyone is sensitive, and everyone glares at the offense from others. Communication between people is undoubtedly the most difficult thing in the world. Between waiters and bosses, waiters and cooks, waiters and customers, and waiters and waiters, a lot of information and problems need to be communicated and resolved. What a virtue it is to take responsibility for yourself and give praise to others, and this virtue we call a sense of humor. Having more sense of humor will make you more confident and intelligent, and you will have more harmony and cooperation in your interactions with customers.
Note: The instructor should inspire and guide the trainees to relax their minds, understand the plot, distinguish between humorous and funny, and focus on participation.
eighth training
restraint
Method: The trainees stand in a circle, and each person enters the circle individually and answers questions for customers as waiters or service managers. This training does not need to be clear about the outcome of the training, as long as the waiter listens carefully, smiles kindly, answers patiently, and praises in a timely manner is qualified. Do not argue.
Analysis: In a survey of customers, the number one reason customers think their dignity is violated is actually the arguments of the waiters! Indeed, customers sometimes want nothing else. It’s just that someone can come and hear him whine. That’s right, it is indeed increasingly difficult for customers to “serve” these days. They complain at every turn and threaten them with media exposure. It seems that they are the most aggrieved, and catering companies seem to be synonymous with mischief and mischief. As a peer in the industry, when there is no alternative, we have to work harder, advocate the catering industry to adjust their mentality, believe in “customers are always right”, restrain themselves, understand human nature, and provide customers with better services.
Note: Focus on explaining the skills and methods of dealing with guests, adjust your mentality, and practice repeatedly.
ninth training
insight
Method: Bring the trainees to large shopping malls and combine them freely, and let them judge the customer’s identity, value orientation and consumption characteristics from the details of the customer’s clothing, clothing, language, behavior, companions, etc., so as to improve the trainee’s insight.
Commentary: Most of the waiters are “eye thieves” because the waiter’s service work starts with “insight”. “Seeing six roads, listening to all directions” and “seeing people serving dishes” are all basic skills of waiters. Waiters need to know whether they are happy or angry, look at masters and subordinates, distinguish between high and low, know superiors and inferiors, determine how much, and when talking and laughing, everything is clear in the chest. Experienced waiters can judge the grade and variety of the ordered dishes from the first glance of customers entering the door, and recommend them according to the situation. It is just right. How can customers not applaud? However, “insight” is often related to the life experience of the trainees, and it is about “perception”.
Note: Repeated practice of categorization is a great way to improve insight
Tenth training
expressiveness
Method: Let each trainee recite three humorous short messages and three lyrical poems, and recite them in turn at a party attended by all trainees.
Commentary: In a way, a waiter is an actor who performs on a certain stage. The service provided by the waiter to the guests is reflected in the manner, voice and language. The same thing, handled by different waiters, the effect is completely different.
Note: In the performance, the “noisy” of humorous text messages and the “feelings” of lyrical poems should be authentic and true.
Eleventh training
memory
Method: Give each trainee a name, and after it is announced in the training class, ask the trainees to memorize the names of other people and write them down on paper. The winner is the one with the most memory. The background materials of each person can be gradually added, such as: identity, taste, consumption characteristics, companions and other information.
Comments: Waiters must learn to remember other people’s names. What is the most precious thing in everyone’s heart? It’s his own name! Waiters develop the habit of remembering customers’ names, which undoubtedly occupies a favorable position in serving customers. Each of us has had the experience of being called by the wrong name. If the person who calls us by the wrong name happens to be ours to decide his fate, then the fate of this person will probably not have a good outcome. Therefore, we must not make mistakes ourselves. A careless negligence may offend an important customer, affect the business of the company, or leave a bad impression on the boss or colleagues, which may affect our promotion. raise.
Note: There are two techniques for remembering other people’s names: the first is to pay attention, and the second is to move your heart and mouth together and recite it repeatedly.
Twelfth training
sense of responsibility
Method: Through their own observation, each trainee finds out 10 things that colleagues need to solve, and quietly provides help to colleagues without telling them. After the end, write out training notes, record the whole story, motivation, process and results of the event item by item.
Comments: In the minds of customers, the waiter is not a peasant girl from the countryside, but an omnipotent angel who is considerate, gentle and virtuous. In the process of growing from a farm girl to an almighty angel, the cultivation of a sense of responsibility is very important. It is necessary to provide customers with perfect service through the delicate and gentle work of the waiters on some things that seem to have nothing to do with themselves. The essence of responsibility cultivation is also a process of rectification: from loving oneself to caring for others, completing another evolution of life.
Note: The training of responsibility is focused on the change of trainees’ attention, from caring for themselves in the past, to paying attention to others at the professional level. The instructor should demonstrate on the spot how to find the needs of others.
Thirteenth training
Willpower
Method: Carry out a 10KM off-road walk with constant loading on the designated route. Each trainee should carry 1 mountaineering bag, the initial sandbag (or water bag) is 10KG (waiters can start from 15KG), and each 1KM of travel increases by 1KG until the end point.
Comments: The pressure on the waiter often breaks out in an instant, and it is difficult to adapt without good psychological preparation. Waiters only have skills and methods that are not enough to perform their duties perfectly, but also need to have good will and quality as a basis. As the saying goes: “Artists are bold, and boldness is higher.” This “courage” refers to the quality of will. Service work has been done for a long time, and the initial freshness has disappeared, and it is inevitable that tired thoughts will arise. In particular, the waiters have to face a lot of blame and work every day. Over time, the quality of their will is greatly tested. A person who can become an excellent waiter and can work in this position for more than three years has a very unparalleled willpower, and he will be a leader in any occupation.
Note: The trainees are warned to persevere, persist, and never give up if they fail to achieve their goals!