What are the 'four nos and five taboos' of service?
The level of service quality and service level is not only related to the efficiency and reputation of the hotel, but also related to the survival and development of the hotel. In the process of transformation from institutionalization, proceduralization and standardization to individualization and diversification, the service goal we pursue should be “quality service”. To achieve “quality service”, today, taking restaurant service as an example, we will talk about the “four dislikes and five taboos” of service.
01
Four Noes of Quality Service
1. Don’t neglect guests
In fact, it does not mean to ignore the guests, I believe most waiters will not do that. Not being left out here means trying not to make guests feel left out. For example, when a guest came to a restaurant, he met a concierge at the door, so he told him the private room he had reserved and the name of the person who made the reservation, but the concierge was blank at first, and then put the guest aside. I ignored it and went to the counter to look at the order records. Obviously, this leader is unqualified. On the one hand, he did not memorize the reservation of the restaurant that day, and forgot his job responsibilities; on the other hand, if he really can’t remember the reservation, he also lacks flexibility to deal with difficulties. event capability. The correct way is to first find a place to politely arrange the guests to sit down, ask other waiters to help deliver the tea, and then look up the order records as quickly as possible, so as not to make the guests feel ignored and left out.
2, do not perfunctory customers
For example, a guest found that the bed sheets had not been changed while sleeping, and asked the waiter to change it, but the waiter did not change it quickly, but explained that according to the hotel regulations, the bed sheets in the guest room should be changed every two days. Under the repeated urging of the guests, the sheets were reluctantly changed. In fact, the waiter made a serious cognitive error - he thought that guests must obey the rules of the hotel. Similar situations are not uncommon. We often see waiters say things like “this is what we are” and “this is what we have always stipulated” to customers when they put forward individual needs. This view of contrasting “rules and regulations” with “reasonable special needs of guests” actually commits a dogmatic error. In practice, its harm is concentrated in the negative treatment of guests and perfunctory words of guests. on one line.
3. Don’t reject customers
Just never say “no” to your guests. Generally speaking, the consequences of a waiter refusing a guest will be more serious, but this kind of problem is also more difficult to cure, because often the person who makes the mistake does not feel that there is anything wrong with him. Suppose a customer wants to get a few more packages of ketchup from the waiter when they are dining in a restaurant, but the waiter informs the guest that the ketchup is a quota and cannot be given more, and then turns to greet another customer. This is a very typical situation of rejecting a guest. Obviously, this reflects that the waiter has no awareness of active service and enthusiastic service at all, and has no overall concept at all.
4. Do not refute the customer
Compared with the above three criteria, this is the most fundamental one. The same thing is that “refuters” are often “unintentional refutators”. For example, a customer asks the orderer with a sullen face, why a dish has not been served, and the orderer carefully inquires the order record and then carefully tells the customer that the record shows that you did not order that dish. Hearing such an answer, I believe that no matter how good-tempered guests are, they will be furious. On the surface, the waiter seems aggrieved and is telling the truth, but from the customer’s point of view, even if it is a forgetter or an unreasonable person, the waiter cannot refute him face to face. It is necessary to learn to cleverly leave “steps” to the guests and give them “face”, which requires the waiter not only “dare” to admit mistakes, but also “good” when they are accused by guests. “Dare to” admit mistakes is the minimum professional ethics and quality requirements, and is the basic countermeasure; “good” admitting mistakes is the embodiment of service skills and service efficiency. Learning to admit “wrong” when “right” is the best Policy. In this case, even if the customer did not order that dish at first, the waiter should choose to “admit it” - sorry, maybe we just forgot to record it for you, I’m really sorry, but we can ask the kitchen to speed up Do it for you, see if you can do it…. Generally speaking, the guests get such a reply, or agree, or do not want that dish, thus avoiding unnecessary disputes and causing unnecessary disputes.
02
Five taboos of quality service
1. Avoid listening
This is a taboo for restaurant waiters. It is the professional ethics that waiters should have when guests are talking, not to listen, not to peep, and not to intervene. If the waiter has an urgent discussion with the guest, he should not interrupt the guest’s conversation rashly. After the guest realizes it, he will come up and say, “I’m sorry to disturb your conversation.” Then say what you want to say.
2. Don’t stare
When receiving some customers with strange clothes, the waiters should not stare at each other for a long time, because these actions can easily make the customers unhappy.
3. Avoid snickering
In the gathering and conversation of guests, in addition to providing due services, waiters should be careful not to snicker, talk to each other, and comment on the guests’ comments, so as not to cause unnecessary friction.
4. Avoid colloquialism
Some waiters lack the learning of language skills and the cultivation of their own qualities. They hurt the guests intentionally or unintentionally or cause some unpleasant things to happen, such as: “Are you asking for food?” People sound unpleasant, uncomfortable. In addition, when the waiter introduces the dining table to the guests, the word “single room” is also a taboo word, because “single room” refers to the room of critically ill patients in the hospital, and in the prison it is the room for convicted and repeated offenders, so “elegant seat” is used. Instead of “single room” as well.
5. Don’t get bored
If an individual customer greets the waiter with uncivilized language such as “hello” and “hey”, the waiter should not be indifferent or impatient with the customer because of his impoliteness. On the contrary, we should make the customer aware of his Excuse me. If you are busy, you can say: “Please wait a moment, I will come right away.”