The six abilities that waiters possess, service is actually a habit of employees. The ultimate goal of a series of training for enterprises is to cultivate employees to form good service habits, so as to provide quality services for customers entering the store. The following are six abilities that waiters have.

The six abilities of waiters 1 The six basic skills that a restaurant waiter should have are:

1, responsible and basic professional ethics and good discipline.

2. Good health, dignified appearance, gentle personality and stable mood.

3. Have a high school or tourism vocational high school diploma.

4. Ability to provide English conversation service in primary restaurants.

5. Have 1 year working experience in restaurants and master the service process of restaurants.

6. Flexibility, agility and wit. Have skilled service skills.

Restaurant service is a complicated and important job. From the marketing point of view, if the results of catering work are regarded as products provided to the society, then the food for people is the core of this product, and restaurant service is the extension of this product.

Starting from the relationship between the whole and the part, this paper analyzes the restaurant service. The restaurant is the window of catering work, and the waiter is the "eyes and ears" of the chef.

To make people satisfied with the products of catering work, we should not only provide people with delicious meals, but also cooperate with quality services. But restaurant service is done by restaurant waiters, and to do this job well, we must choose people with good quality to be waiters.

The restaurant waiter's job content:

1, do a comprehensive pre-meal hygiene work, do a good job of hygiene in the area in charge, and ensure an elegant and clean sanitary environment.

2. Obey the arrangement of the head waiter and make all the preparations for the meal according to the working procedures and standards: change the tablecloth and set the table according to the standards; Clean the dining room tables, chairs and turntables. Prepare dinner: trays, ice buckets, ice bucket racks, thermos bottles, ashtrays, food and beverage lists, soy sauce pots and all the tableware needed to prepare wine carts and dinner.

3. After the meal, provide quality services to the guests according to the service procedures and standards: ordering, serving, wine service and checkout. Accurately understand the dishes served every day and work closely with the delivery staff.

4. Try to help the guests solve all kinds of problems in the dining process, reflect the guests' problems and complaints to the foreman when necessary, and seek solutions.

5, after the shift, and the next shift to do a good job of handover and finishing touches.

6. Quickly replenish tableware and countertops to ensure cleanliness after meals.

Six Abilities of Waiters 2 Six "New" Skills of Top Service Personnel

I. Resilience

Accidents are common in services. When dealing with such incidents, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes and make appropriate concessions. Especially when the responsibility lies with the waiter, we should dare to admit our mistakes and apologize and compensate the guests in time.

In general, the guest's mood is a mirror of the service provided by the waiter. When there is a contradiction, the waiter should first consider whether the fault is on his own side. When handling complaints, the premise is to meet the reasonable and legal requirements of the guests.

Second, the marketing ability

A waiter should not only complete his work according to the working procedure, but also introduce other services to the guests on his own initiative. This is not only an important way to fully tap the service potential, but also the need to reflect the waiter's sense of ownership.

Although the service department has specialized personnel to carry out marketing, their marketing is an external marketing, and internal marketing needs the waiters of various positions to do it together. Only when all employees are concerned about the marketing of restaurants and always have market awareness can they seize every opportunity to do a good job in the internal marketing of guests.

This requires waiters not to wait for the guests' requests, but to be good at seizing the opportunity to promote the various services and products of the restaurant to the guests and fully tap the consumption potential of the guests. Therefore, waiters should have a comprehensive understanding of various services, be good at observing and analyzing customers' consumption needs and psychology, and provide thoughtful marketing services to customers when they are interested.

Third, language ability.

Language is an important tool and way for waiters to establish good relations with guests and leave a deep impression. It embodies the spiritual accomplishment, temperament, attitude and personality of the waiter. The two most important aspects that guests can feel are the words and deeds of the waiter.

When expressing, the waiter should pay attention to the natural fluency and affability of his tone, keep the speed constant, and always remain calm and polite. Words expressing respect and modesty can often ease the tone, such as "you, please, I'm sorry, if you can".

In addition, the waiter should also pay attention to the timing and object of expression, that is, according to different occasions and different identities of guests, make appropriate expressions. According to the research of related scholars, body language also plays a very important role in the expression of content.

When using language, the waiter should use body language properly, such as using appropriate gestures and actions, combined with oral expression language, to create an atmosphere that is easy for guests to accept and satisfy.

Fourth, communicative competence.

Hotels are places where interpersonal communication is intensive. Every waiter will have extensive contact with colleagues, superiors and subordinates, especially a large number of guests every day, and will have various service-based interactive relationships with guests.

Handling these relationships well will make guests feel respected, valued and treated well. This feeling of guests will play an inestimable role in the sustained prosperity of businesses and the promotion and dissemination of corporate brands. Good communication skills are an important basis for waiters to achieve these goals.

Verb (abbreviation for verb) memory ability

During the service, guests will ask the waiter some questions such as restaurant service items, star rating, service facilities, special dishes, tea and snacks, or urban transportation and tourism.

At this time, the waiter will become the "walking dictionary" and "compass" of the guests according to his usual experience or purposeful accumulation, so that the guests can know all kinds of information they need in time. This is not only a service direction and guidance, but also a service that guests can appreciate.

In addition, the waiter will often encounter the substantial delay service required by the guests, that is, the guests will have some matters entrusted to the waiter, or need some refreshments during the meal preparation process, between proposing and providing these services;

There is a long or short time difference, which requires the waiter to firmly remember the service requested by the guests and provide it accurately in the future. If the service requested by the guests is delayed or not satisfied because of forgetting, it will have a bad influence on the corporate image.

Six, observation ability

The service personnel provide three kinds of services for the guests. The first is the service needs that the guests have made clear. As long as they have skilled service skills, it is generally easier to do this well.

The first service is passive, and the latter two services are active. The provision of potential services emphasizes the initiative of waiters. Therefore, the essence of observation ability is to be good at thinking about what the guests think and deliver the service in time and properly before the guests speak.

The second is the regular service, that is, the service that should be provided to guests without reminding. For example, when a guest sits down to eat in a restaurant, the waiter should quickly pour tea and put away paper towels or towels for the guest; When a guest comes in with a lot of luggage, the waiter will come forward to help.

The third is the potential service demand that the guests have not thought of, thought of or are considering. Being able to see through the potential needs of guests at a glance is the most valuable service skill for waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And providing this service is the most valuable part of all services.

Six abilities of waiters 3 communicative competence

Hotel restaurants are places where many people get along. Every waiter will have general contact with friends, superiors, subordinates, especially many customers every day, and will have various relationships with customers according to the service items. Properly solving this relationship may make customers feel valued, valued and treated well.

Customer experience may play an inestimable role in the sustained prosperity of business and the promotion, planning and dissemination of corporate brands. Excellent communication skills are the key to the waiter's overall goal.

Ability to observe and check work

Service project personnel provide three kinds of services for customers. One is the customer's well-established service project demand. Generally speaking, it is very easy to do this well as long as you have skilled service skills. The second is the regular service, that is, the service that should be given to customers without customer tips.

For example, customers sit in a restaurant and prepare meals in advance, and waiters should quickly pour tea for customers and put away toilet paper or cotton towels; In the lobby, customers carrying many suitcases need the help of waiters as soon as they enter the door. The third is the potential service project requirements that customers have not remembered, remembered or considered.

Being good at seeing through the potential requirements of customers at a glance is a service project skill that waiters undoubtedly deserve. This requires the waiter to have the keen ability to observe the work and turn such potential demand into instant and reliable service.

Providing this service is a valuable part of all services. This kind of service project is negative, while the latter two kinds of service projects are conscious, while the giving of potential service projects pays more attention to the waiter's consciousness. The essence of observing work ability lies in being good at considering customers' feelings and delivering service items immediately and properly before customers open their mouths to explain.

memory

In the whole process of service items, customers often ask the waiter some questions clearly, such as new hotel service items, star level, public service facilities, local specialty dishes, prices of tobacco, alcohol, tea and snacks, or urban public transportation and holiday tourism.

At this time, the waiter needs to become a "walking dictionary" and "compass" for customers with his usual work experience or purposeful accumulation, so that customers can know all kinds of information they need in time. This is a kind of service project deviation and correct guidance, and it is also a service project that can be appreciated by customers.

Attendants will continue to habitually encounter substantial delays in service items necessary for customers. In other words, customers will have something they trust the waiter to apply for, or they must have some alcoholic snacks when they are in the restaurant. There is a long or short time lag between a definite proposal and the granting of this service;

At this time, the hotel waiter must remember the service items that customers need and give them accurately in the later time. If the service items needed by customers are forced to be delayed or simply abandoned, it will damage the brand image of hotel restaurants.

Communication ability

Accidents in service projects are common. When solving this kind of things, the waiter should uphold the service tenet of "the customer is always right", be good at standing from the customer's point of view, do his best to consider the customer and be able to compromise moderately.

Especially those whose obligations are mostly on the waiter's side, we should be brave enough to admit our mistakes and apologize and compensate customers in time. In general, the customer's mentality is a mirror of the service items given by the waiter. When there is a disagreement, the waiter should first fully consider whether the inaccuracy is on his own side.

Marketing promotion ability

A waiter should not only do his own job according to the procedure, but also actively introduce other services to customers and sell products to them. This is the key way to fully tap the development potential of indoor space application of service projects, and it is also the need to reflect the waiter's spirit of ownership and actively serve customers.