How do restaurant managers deal with guests?

How do restaurant managers deal with guests?

As a restaurant manager, of course, you should get on well with the guests to attract more customers. So how should the restaurant manager deal with the guests? Let's study together!

1. Different communication methods are adopted according to different ages, occupations, positions and personalities of the guests.

Young guests like to deal with people of their own age. They are passionate, free-minded, curious and like to try new things. Managers can look for similar topics when introducing dishes to narrow the distance and recommend some novel dishes. Managers of similar age can impress young people with their unique enthusiasm when dealing with them, while older managers should give them appropriate "space" in all aspects to make them feel comfortable.

Mature guests pay attention to "telling the truth and laying the foundation". When dealing with them, their words should be rigorous and justified. They generally don't have many questions, but they must have positive and accurate answers in order to win trust.

Older guests like to talk more, so they must be patient. They also like to talk to each other more. The clearer and more detailed, the more assured. Usually, they need you to make everything clear before they choose one.

Officials, executives and managers of large enterprises should show absolute respect and "obedience" when dealing with them, keep a certain distance and measure from them, and "gather" as many managers and waiters as possible to show their attention when serving them. For such guests, face comes first.

Some guests like you to call him out when there are many people, to be "intimate" with each other, and even tell a few jokes to others. This guest "spends money in the restaurant every day, and all the waiters and managers know him", which greatly satisfies his psychology.

Small business owners pay more attention to material benefits, so they will be happy to handle it efficiently and give more gifts, which is similar to many female customers.

2. Managers need to pay attention to a few things.

(1) Sincerity

Some middle and grass-roots managers have such inferiority complex. They think that their "officials" are not big enough, their level is not high enough, they have no confidence in treating their guests, and they are even more afraid of what "out of scope" requirements the guests put forward, so they have no right to meet them, so they are passive or even shy away from them. This is unnecessary. In fact, what the guests ask of you is simple-sincerity. As long as you really serve each other and think for him, after a long time, guests will naturally feel that they can form a profound friendship. Even if you can't give him a big discount or go through the back door, they will understand.

(2) All the guests come, and people are not happy with tea.

The service industry is very taboo to "lose face", especially for managers! Don't treat the guests as numbers, they are real people. This is an important article that my professional enlightenment teacher taught me. I remember a training case about a guest who checked in at the front desk of a hotel and was received by a young man. Seeing his arrival, he warmly greeted "hello, sir". The reception staff is enthusiastic and skilled, and the guests are very satisfied. When the guest checked in for the second time, it happened that this young man received him. The young man also greeted him warmly: "Hello, sir". The guest was a little unhappy, but he didn't say anything when he saw the enthusiasm of the young man. When the guest checked in for the third time, he was greeted by a young man. When the receptionist said "hello, sir", the guest finally got angry and scolded: "Isn't the waiter in your hotel human?" I registered my ID card over and over again, but I couldn't remember my name. It's always' sir' and' sir'. You are really a group of cold-blooded animals ... "

People have feelings, as the saying goes, "once born, twice cooked." When the guest first came here, he used the "standard" address. When he meets you in the restaurant for the second time, even if you don't know his last name, you should say, "Hello, what do you want to eat today?" If you know the guest's last name, say hello like this: "Sir *, you are here!" " "In this case, the guest usually feels warm because you remember him. Contact again and again will certainly deepen their feelings, which is of course good for their work. If, like the receptionist in the above example, guests will undoubtedly feel that there are more people coming and fewer people coming, then why come here again and again? Some guests will think that since you regard me as a "passer-by", I don't have to be polite in many requirements, which invisibly increases the difficulty of service.

(3) Create a sense of security for guests

When dealing with guests, the manager should know what kind of guests like to let others know that he often comes here to spend money, and what kind of guests want you to pretend that he is here for the first time. This time the guest is with the superior, so you should focus on the superior instead of talking to him too much. The next time he comes with his classmates, you should praise his performance and extravagance more to win the envy of others. He is accompanied by a public colleague, so you have to give him a chance to show honesty and thrift, and so on. Be sure to show different performances according to different guests and accompanying guests, and never disclose information he doesn't want the other party to know.

(4) Pay attention to the discretion of communication

No matter what kind of guests, respect is necessary, even if they are familiar with them. Guests always have a kind of "privilege" and vanity as a god. If this point is ignored, most guests will not accept it.

(5) Frank

As a service person, it is ok to be ambiguous in some cases, but the manager must be frank, do what he can simply and neatly, and politely and clearly inform the guests what he can't do. Procrastination will only make things worse until the guests lose patience.

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