What should you pay attention to when talking with guests when catering?

Hotel business activities are mainly realized through services. Service quality and service level are not only related to the hotel's efficiency and reputation, but also to the hotel's survival and development. In the process of transforming from institutionalization, procedure and standardization to personalization and diversification, the service goal we pursue is "harmonious service". The so-called harmonious service is to express and embody the service style with the waiter's affection, skills, efficiency, knowledge and good cultivation. It is a concentrated expression of the harmonious relationship with customers. The specific manifestations are: the unity of standards and personality, the unity of speed and stability, the unity of enthusiasm and etiquette, the unity of kindness and elegance, the unity of responsibility and flexibility.

A basic indicator of harmonious service is customer satisfaction. The key to customer satisfaction is to satisfy customer needs to the maximum extent, coordinate the relationship between customers and the hotel, take into account the principles of efficiency and fairness, and prevent sacrificing customer interests to safeguard one's own interests. This requires all service staff to first strengthen customer awareness and think about the customer's inner needs from the customer's perspective; second, to be anxious about the customer's needs, think about what the customer thinks, and do what the customer needs, no matter what the customer's needs are. , if there are any difficulties, as long as they are seen, heard and known by us, we will solve them immediately. Especially for the needs raised by customers, we must try our best to meet them.

It does not happen overnight for a waiter to achieve such a harmonious service state. It must go through a process of continuous learning and accumulation. He must constantly enrich himself, constantly draw nutrition from books, and constantly explore from practice. improve. Although learning is hard work, it is also the most rewarding investment. A hard work and a harvest. Once you have this comprehensive quality after long-term training, not only will the hotel give you corresponding rewards, but also you will have a resource that will never be wasted.

1. Service concept: Customers are friends

In recent years, we have found in our research that with the changes in customer consumption habits and consumer psychology, the tradition of "the customer is God" The service concept has failed to keep up with the requirements of the times, because there are different communication rules between "God" and "civilians", customers and us. Based on the requirements of this concept, our customer service activities are more manifested in the lack of principled flattery, so that the hotel and customers are never on the same level. The harmonious customer relationship is just an empty talk, abandon The traditional service concept is imperative. We assessed the situation and took the lead in proposing the service concept of "customers are friends" and gave it a new interpretation: only by treating customers like old friends can they feel the warmth of friendship, the sincerity of friendship, the depth of friendship, and the relationship between the two parties. Only in this way can we be harmonious and harmonious, and customers will be willing to frequent our "home". But the customer is not just our friend, whether he is willing to come or not depends on whether our friendship is better than other friends. If we want him to remember you as a friend forever, we must continue to innovate, change old habits at any time, improve every day, and make improvements every month, so that he feels comfortable every time he comes, especially when he is troubled. If you can enjoy the comfort of warm friendship, you will always think of us in the future.

2. Personalized service

Personalized service means that the waiter provides corresponding and more targeted services based on the characteristics and requirements of individuals or special consumer groups, so that customers can accept While serving, it also produces comfortable mental and psychological effects. The difference between personalized services and standard services is that personalized services require more proactive, flexible and extraordinary services. The service products we provide should be: using standardized services to meet the comprehensive needs of consumers, and using personalized services to meet the individual needs of customers. The core of personalized service is the family service of "the waiter is the master and the customer is the friend". Its important components include good etiquette and courtesy, enthusiastic service attitude, rich service knowledge, skilled service skills, and fast service efficiency. Flexible service methods, unique food supply and elegant service environment, etc. The personalized service we are talking about here is customer-oriented, and adopts different service methods for different customers based on differences in customer needs, including dining environment, consumption level needs, dish variety and taste requirements, Dietary taboos and needs for service methods.

(1) Cost-effective personalized service. That is, when providing personalized services, service personnel only need to provide more targeted or nuanced services, and there is basically no need to increase the cost of the service.

Relevant cases:

1. When there are elderly people dining, support them in time, take care of them during the meal, and notify the kitchen to prepare the dishes.

2. When a guest holds chopsticks in his left hand, promptly adjust the tableware for the guest.

3. Take the initiative to store drinks for guests.

4. Substitute wine for guests who are unable to drink.

5. Peel shrimps for the elderly, children or guests with hand disabilities and assist with meals.

6. Provide warm water in a timely manner for sick guests to take medicine.

7. When disabled people come to dine, they should be treated equally, take the initiative to help them, observe and provide services in a timely manner during the meal.

8. When the number of guests is small but the order is large, remind the guests in time that the food is enough, and suggest that the guests wait until the food is served and the food is not enough before ordering.

9. When you learn that a guest has a birthday during service, you should express congratulations and notify the foreman in a timely manner.

10. When you find that a guest is drunk and unconscious, if you are a hotel guest, you must assist other guests to send him back to the room; if he is not a hotel guest, you must help the guest take a taxi or ask if he needs to book a room.

11. When ethnic minority guests or foreign guests come to dine, the kitchen must be notified in time to make adjustments to the dishes.

12. Pay attention to the conversations between guests at any time, understand their information, and provide guests with surnames or targeted services.

13. Take the initiative to help guests take taxis and buy tickets.

14. When it is found that old customers come to dine, notify the kitchen to adjust the dishes according to the customer history file; if the guest comes to dine twice a day, notify the kitchen in time to adjust the dishes.

15. Help urgent guests with dishes and pastries in a timely manner.

16. Send condolences to guests who have colds, wedding anniversaries, exams, etc.

17. Provide personalized menus based on the individual circumstances of the guests.

18. If there are large-scale reception activities such as ceremonies or team dinners, the hotel will appoint personnel to deliver speeches or perform performances for them.

19. When the weather is cold, provide ginger soup to dining guests.

20. When employees discover that a guest is sick, they should report it to their superiors in time and make a follow-up visit.

21. When a fat guest comes to the restaurant to dine, if the guest needs it, change the chair for the guest in a timely manner.

22. If a guest is a non-smoker and feels uncomfortable smelling smoke, proactively recommend to the guest to dine in a non-smoking area of ??the restaurant.

23. When there are foreign guests dining, promptly assist the kitchen in preparing dishes that the foreign guests like to eat, understand their preferences, and provide targeted services.

24. Provide sewing kits or sewing services to customers whose buttons have fallen off or clothes have ripped seams.

25. Provide red envelopes or gift bags to guests who give gifts.

26. Give a glass of rock sugar water to a drunken guest.

27. Provide timely maps and bus and boat schedules to guests who want to know the local situation, and introduce local tourist attractions and city overview to the guests.

(2) When the cost of implementing personalized services is relatively small, that is, corresponding service costs must be paid when implementing personalized services, but the cost is relatively low (within 10 yuan).

Related cases:

1. Provide a glass of bitter melon juice to guests who are suffering from internal heat.

2. Provide PPA or a portion of scrambled eggs with vinegar to guests who have stomach problems.

3. Provide Pangdahai, clear tea or rock sugar pear to guests with throat discomfort.

4. Provide longevity peaches or noodles to birthday guests.

5. Provide Neptune gold bottles to guests who are too drunk.

6. When friends, classmates, and families gather for dinner, provide cameras in a timely manner.

(3) The implementation of personalized services requires assistance from other departments or a large cost (more than 50 yuan).

Related cases:

1. Give guests their favorite dishes.

2. Purchase necessary items for guests when they go out.

3. When a customer orders a dish that is not available in the restaurant, other kitchens need to prepare it.

4. Sprinkle soup on the guests during the meal and assist in dry cleaning.

5. When a guest celebrates his or her birthday, remind the kitchen to decorate the dishes and give them flowers or cakes.

6. Provide Kuding tea worth no more than 50 yuan to guests who suffer from internal heat.

7. During the service process, if the employees hear that the guests like local specialties, they can recommend or give them as gifts.

8. Give gifts worth less than 50 yuan to guests.

(4) Personalized services with extremely large costs, that is, when implementing personalized services requires a large cost (within 100 yuan).

Related cases:

1. Give large cakes or large bouquets of flowers to birthday guests.

2. Give guests gifts within 100 yuan.

3. Customer Relationship

The evolution of the relationship between hotels and customers is a spiral process from harmony, imbalance and then to new harmony. The fundamental driving force of this process is It is the contradiction between the infinite nature of customer needs and the limited nature of the hotel's provision of services and meeting customer needs. Only by constantly improving our work and improving our own standards can we solve these contradictions.

1. Only with satisfactory service can there be satisfied customers

It is only natural that guests come to the hotel to seek services to meet their consumption needs. If customers do not complain or make comments, it does not mean that they are satisfied. Only when customers applaud and praise our services can we be truly satisfied. There are many hotels for a guest to choose from. Whichever hotel he is satisfied with the service will become his first choice.

2. A satisfactory service is a service that exceeds the customer's expectations

Service that meets the general needs of the customer or meets the customer's standard range is not considered a satisfactory service; only starting from the details, Starting from the guests' preferences, providing services that exceed the guests' expectations and making the guests applaud is a satisfactory service. Guests don't comment, and at most it's just standard service.

Here we give the methods of satisfactory service, standard service and inferior service. Satisfactory service = customer's perception of service > customer's psychological expectation; standard service = customer's perception of service = customer's expectation; inferior service = customer's perception of service < customer's expectation.

3. Customers always come first

The reasonable needs of customers are our pursuit. Therefore, although the customer is not always right, the customer is always the first priority for the hotel. Customers are our friends, and friends sometimes make mistakes, but we should forgive and understand them. If you cannot meet or need to meet some of the guest's requirements, you should politely decline or explain the reasons, but you are not allowed to say that the guest is wrong; if the guest is really wrong, please remember that "the guest always comes first."

4. High-quality service comes from high-quality training and employees’ hard work

High-quality service comes from training, not entirely from management. Learning is an important way to "build morality", "cultivate wisdom" and "skills", and is the premise and foundation for building a high-quality team. With high-quality training, a complete training system, standardized training materials, and the hard work and flexible use of employees, we can create a group of high-quality waiters and create high-quality and satisfactory services. .

4. Customer Personality

According to different types of customers with different personalities, service personnel should provide targeted services based on service specifications.

1. Ordinary type: This type of guests are the ones we receive most often and love the most. They know etiquette, politeness and humaneness. Such guests must be served carefully according to service specifications.

2. Arrogance: Most of these customers are men. They always think that they are superior to others and take everything as their own standards. For this type of guest, the waiter should be neither humble nor overbearing, but should not be angry with the guest and should follow the guest's wishes. For requests that cannot be met, the waiter should tactfully explain the reasons to avoid emotional confrontation.

3. Taciturn type: Most of these guests are scholars and middle-aged men. They usually don’t talk much and are withdrawn but have independent opinions. For this type of guests, you should seek their opinions as much as possible when serving, and do it after getting a positive answer to show respect for them.

4. Impatient type: This type of customer pays attention to efficiency but lives a sloppy life. They are generally young people. For such guests, slow service, delays, and poor service results can easily cause dissatisfaction or complaints. At this time, the waiter should be calm, apologize more, and make no excuses. Wait until he calms down before explaining.

5. Social type: Most of these customers are male salesmen. They usually have a lot of contacts and are sweet in their speech. Because they are well-informed, they like to chat with others.

Waiters should try their best to provide thoughtful and meticulous services and use them to promote the hotel.

6. Stubborn type: Most of these customers are middle-aged and elderly customers. They are stubborn, care about everything, and will persist even if they are wrong. Service staff must not interfere with their words or actions, nor make excuses, nor argue with them, because arguments are fruitless and will instead affect the service effect.

7. Gentle type: Most of these guests are doctors, teachers or women. They have a gentle, elegant personality and are easy to get along with, but they have relatively high requirements for hygienic conditions. Waiters must ensure the hygiene of dishes and tableware and maintain a clean and beautiful dining environment.

8. Wordy type: Mostly middle-aged people, usually have to repeat instructions or instructions several times for fear that the waiter will forget. Try to avoid long conversations with waiters when serving, otherwise they will be endless and affect normal work.

9. Forgetful type: Most of these guests are elderly, and they will soon forget what you explained to them. The waiter should always remind them when serving, and remind them not to forget anything when they leave.

10. Wasteful type: This type of guests are mostly children of rich families, guests treated with public funds or low-quality nouveau riche. Such people like to make friends, are more ostentatious, talk about extravagance, have high dietary requirements, and always like to Boast or accept compliments from others. When serving, high-end drinks and meals should be recommended to them to meet their needs. When necessary, praise and flatter the guests to satisfy their vanity.

5. Skills and elements for establishing good customer relationships

1. Remember the guest’s name: Remember the guest’s name and address the guest appropriately by the guest’s surname plus honorific, you can create Harmonious customer relationship; for guests, when employees can recognize them, they will feel respected and they will be proud of it.

2. Memorize the preferences of old customers: Memorize the living habits and food tastes of old customers. For example, knowing which dish the guest likes best and what type of wine he likes to drink will give the guest a sense of intimacy. I feel so good that I will unconsciously patronize this hotel next time I have a meal.

3. Intonation and tone: Intonation and tone are the "overtones" of speech, which are often more important than the content of the speech. Customers can judge your voice from this, whether they are welcomed or bored, and whether they are welcome or bored. To be respected or to be ignored.

4. Word selection: Use appropriate words to chat, talk, serve, and say goodbye to the guests, enough to make the guests feel that the relationship with the waiter is not just a simple product buying and selling relationship, but a meaningful one. A humane friendship.

5. Facial expression: Facial expression is the emotional expression of the inner world of the waiter. Even if it is not expressed in words, it can still show your service attitude and whether you always regard yourself as the host to entertain guests. Your expression will reveal your sincerity towards your guests.

6. Eye contact: Eyes are the windows to the soul. When your eyes meet a guest unexpectedly, don't avoid it, and don't stare at the guest. Instead, express your sincerity in serving the guest through appropriate contact.

7. Listening: Listening and speaking are an aspect of communication with guests. Paying attention to listening can show respect for guests, and at the same time help us understand more about guests and serve them better.

8. Family and friendship: Customers are friends, and the hotel is their "home away from home." If employees establish good family and friendship with guests, guests will be willing to return "home" frequently. Of course, a good friendly relationship with customers does not mean excessive intimacy, let alone personal love and intimacy.

6. Properly Handle Customer Complaints

No matter how perfect the facilities, the complete functions, and the high-level services are in any hotel, there are still flaws. As long as there are flaws, there will be customers. Complaints, the key is how to handle them. First of all, employees are required to treat customer complaints correctly. "Picky customers are good customers." This is our basic guideline for handling complaints. Once employees receive customer complaints, they must warmly receive them and handle them patiently. Second, establish a customer complaint early warning mechanism. Prediction work must be done before prevention work, and prevention work must be done before complaints occur, forming a work chain of "prediction - prevention - processing - summary" for handling complaints. Based on the corresponding complaint records, we analyze and summarize the causes of the problem, and learn from relevant cases in other hotels to formulate corresponding preventive measures. We classify them according to departments and provide targeted analysis and explanations so that employees can avoid them as much as possible at work. Third, implement the first-litigation responsibility system.

Implement the "First Complaint Responsibility System" among employees. After receiving a customer complaint, each employee must "answer all questions and answer them correctly; answer any questions and answer them in place; answer all complaints and answer them thoroughly" "Civil, courteous, warm and considerate", which fundamentally ensures the speed and thoroughness of handling complaints.

1. Psychological analysis of customer complaints:

(1) The psychology of seeking vent: Customers have encountered something that bothers them or made them angry, or they have been left out, ridiculed, sarcastic or even After being treated rudely, your heart will be filled with resentment and anger. You should use the opportunity of complaint to vent it out in order to maintain your psychological balance.

(2) The psychology of seeking respect: Customers think that they are not respected or do not receive enough attention in front of the guests at the banquet, which causes them to complain. This kind of person hopes to receive sympathy and respect, and hopes that the relevant hotel personnel and departments will pay attention to his opinions, apologize to him and take immediate action.

(3) The mentality of seeking compensation: After suffering certain losses, customers complain to the relevant departments, hoping to compensate for their losses. For example, unclean food needs to be replaced, soiled clothes should be washed for free, etc. This is a common psychology.

2. General points for handling customer complaints:

(1) After receiving a complaint, stay calm. If a customer becomes emotional in a public place, he must first calm down and be taken away from the public place to prevent other guests from watching and affecting other guests' dining. Particularly, third parties should be prevented from intervening.

(2) Pay attention to and listen carefully to guest complaints, keep records, understand the entire incident process, learn the details of the matter from relevant personnel, and analyze the reasons for the complaints.

(3) Listen to the opinions of guests with an open mind. If his complaint is correct, he should apologize immediately and take measures to deal with it properly. If the guest misunderstood, you should explain it clearly to the guest in your apology.

(4) If the problem cannot be solved at the moment, you should leave the guest’s name and contact number, and give the guest a reply after the matter is resolved. If you cannot solve the guest's problem, you should explain the reason frankly and ask the guest if he or she needs additional help.

(5) We believe that guests make complaints because they have hope for the hotel. We should treat them with a positive attitude and turn them into a strong promotion of service work. Even if individual guests are extremely picky, we should try our best to meet their reasonable requirements.

(6) Maintain a polite, friendly and understanding attitude throughout the entire complaint handling process, and take effective measures afterwards to prevent similar problems from occurring.