How to improve the quality of service for restaurant waiters

Timely and fast service efficiency. With the acceleration of the pace of modern life, customers have higher and higher requirements for time, and a large part of the complaints or dissatisfaction of customers for restaurants are due to the slow serving speed or the service staff does not respond to customers' requests in a timely manner. Therefore, in order to make customers satisfied, it is very important to provide timely service, if customers wait too long, even if the quality of dishes and drinks is good, customers will be dissatisfied.

Xiao Li's service attitude in the material is very good, he has taken into account many details, and the service is relatively timely.

2. Polite behavior and language show respect for others, reflect the good cultivation of service personnel, and are one of the basic elements to make guests happy and satisfied.

1. High-end restaurants should have a corresponding higher treatment, which is the key to improving the enthusiasm of waiters, what is the treatment of 5-star hotels? It is conceivable that because of such treatment, they care about this position very much and are willing to pay more for it, including being willing to learn more and improve their service level. Because they want to keep the job.

Think of it like you give her 800 yuan a month, and let her stand at the door with a smile on her face and not move? What if you give her 8000? Of course, it doesn't have to be 8000 for her.

Because of the 800 yuan a month of work, it is everywhere, and they don't care. As wages get higher and higher, jobs with high pay are getting harder and harder to find. That's why we pay attention to it.

Because you care about this job, your evaluation of them will be more motivating.

2, the choice of higher quality waiters, the improvement of treatment, the requirements should also be improved, if the existing personnel are of low quality, can not do, then to change, not to do good, but to do your requirements.

For small businesses or small restaurants, the cost of cultivation is too much, and the effect is not good. Go to your peers or find information on the Internet, such as: how to introduce or sell various dishes to customers, how to smile, how to walk (certainly not very casual, no level), what to stand in front of customers, what to do when you meet guests who are difficult to communicate with (you must not quarrel with others), etc.

Establish your standards, which is the scale of assessment, and also the scale of your choice. Unqualified people are persuaded to quit, and when recruiting, such standards are also used, and with the improvement of business conditions, the standards are constantly improved.

3. Establish a file for each waiter, and evaluate it according to your standards, the best and the worst.

The standards are: 1. The number of guest complaints.

2. The average service time of guests per table;

3. The number of guests in service;

Wait, you have to be assessed according to your standards, and the standards you assess are the direction of their efforts.

The improvement of standards and service levels is a step by step. This process is to start from the current level and standard, gradually improve, and discourage employees who cannot meet the requirements and do not grow, and supplement higher quality personnel.

Private restaurants generally don't have a ready-made system, but I'm sure many of my friends have been to some restaurants that can do well in this area.

This shows that the problem you are experiencing is not unsolvable.

I think if it's possible, you can personally go down to the church and lead by example, show your waiter how you serve customers, and after a while, you can choose one of them who learns quickly, has a good attitude, and is expected to be managed by the foreman, and then check regularly, if necessary, install a camera for long-term video, and you regularly check the quality of their service.

At the same time, there are rewards and punishments to establish prestige, otherwise, as some friends said above, how can a person with a salary of 800 yuan do a good job? Even if you do a good job, how can you guarantee that people won't change jobs?

Do you know Haidilao hot pot? Why do their employees work so hard and are they happy? True or not, I appreciate their management! You can take a look! Whether it's useful or not depends on yourself.

A strict management system can play a role in standardizing management, but it is passive management. Customize the relevant system to plug all possible loopholes. The key is to stimulate the enthusiasm of employees, and the advantages must be reflected in the wages and benefits.

Humanized management must be in place, care for employees, and let employees have nostalgia. The power that can be delegated is delegated, so that employees have a place to show their talents. I believe that if these points are achieved, it will be difficult for your restaurant not to thrive.

This is very simple, directly let the guests fill out the questionnaire after the meal, you can number the waiter, and then complain about its number, the respondent can be criticized, and the serious one will be fined until the expulsion of the senior hotel, because the quality of the waiter recruited by itself is high, and it cannot be said that the character is good or something, and the education is high, and the experience is more, at least it will do things.

For example, a five-star restaurant near us recruits people who pass the dishes are required to have a college degree, and then they can be emphasized once a day when they have a meeting in the morning, service first, customer first, the key is publicity, reward and punishment system, and investigation and implementation.

In a nutshell.

If this is the case with individual waiters, they will be dismissed.

If this is the case with most waiters, the problem is you.

How about considering these aspects: system? Pay? Training? Care? Assess? Compete? Internal fairness?

If it is a small store, you (or your family) sit in the hall in person, and you will know what to do.

H-21 How to break through the dilemma of catering business.

H-23 Dining details make or break the difference.

H-09 Employee Handbook of Dashu Hotel & Catering Co., Ltd.

H-07 Position Setting, Job Responsibilities and Qualifications of Food and Beverage Department.

Set up a voting recorder at the door of the restaurant, a few buttons, good service, average service, poor service, and then let the customer press the selection button once when he leaves, and the employee bonus will be distributed according to this total rate.

Detect restaurant waiters.

quality of service.

1. Adopt opinion cards.

Customer opinion cards are one of the best ways for restaurants to measure customer satisfaction.

The easy way.

It also allows you to connect with all your guests and get the most direct response so that the most pressing issues can be dealt with in a timely manner.

Of course, the opinion card is passive, and it is not possible to ask the guest to fill out the card and send it back; The people who will send back are generally more active customers, who of course are not representative of all and therefore cannot avoid bias. While opinion cards aren't the best way to go, if everyone in the company is eager.

Want to know. Opinion cards can still be a useful way to get your customers' opinions and the budget isn't very generous.

2. Conduct correspondence investigations.

The cost of a letter investigation is usually only more than an opinion.

There are a little more cards, and most of the average customer will reply. However, the use of "bribery" methods such as price reductions and discounts may be able to increase the response rate, and lottery draws, telephone tracking, etc. are auxiliary means. However, there are also problems with correspondence investigations.

Responses are usually from a particular class of customers, and while the opinions may be slightly fairer than those on the opinion cards, there are still questions about whether the results are representative of the whole.

3. In-depth customer interviews.

Hiring a person to conduct an interview can accurately ascertain the identity of the respondent. Whether it's a phone call or a face-to-face interview, guests will be more than using a letter-based questionnaire.

Fourth, disguise. Mystery Guest.

Sometimes, mystery guests are specialized people who are unknown to the subject and will present an investigation report to the restaurant after posing as a guest. This result is usually quite reliable.

However, there are four issues involved in this approach:

1) The cost is higher than other methods.

An interviewer.

You can go to one house in a day.

Supermarket. Dozens of guests are visited, but a mystery guest can only talk to a maximum of two or three guests at a time. As a result, many restaurants can only hire a handful of mystery guests to evaluate the service of the waiters, which can distort the statistics.

2) The waiter may see through the mystery buyer.

Once the clever waiter finds out the identity of the mysterious guest, of course, he will be treated very well.

3) The mystery guests themselves may be biased.

Reports made by a single buyer at different times, or by different buyers at the same time, need to be carefully analysed and evaluated. The report of the mysterious guest must be compared with the statement of the real guest.

4) Even if the mystery guest is fair and impartial, the waiter may be dissatisfied because he feels that his privacy has been violated.