Service is now the "hardest hit area" of catering enterprises, in order to do a good job in service, first of all, we must let high-quality service take root in the enterprise, so that the consciousness of high-quality service is deeply rooted in the hearts of everyone in the enterprise. Whether high-quality services can be implemented in enterprises depends on the attention of corporate investors and management teams.
In 30 days of promoting the high-quality service of Changchun Harmony Hall, it has achieved remarkable results: 200 creative tables, 71 innovative programs, 36 theme planning plans, and about 10 moving services per day, with a year-on-year increase of 25% in turnover.
Select talents and set up a quality service team
In the process of promoting quality service, the food and beverage department and the housekeeping department have set up quality service teams respectively to recruit quality service team members by way of draft, which has changed the previous practice of serving as members of the quality service team by department leaders. The recruitment of members of the quality service team is not to force employees to participate, but to make employees participate voluntarily and increase their willingness to participate. This not only cultivates the service ability of employees, but also stimulates the sense of participation and honor of employees, so that every Hehe family member can have the opportunity to show their talents.
After becoming a member of the Quality Service Team, you should sign a Letter of Commitment to discuss the setting of rules and regulations and the Quality Service Attendance Sheet. The division of responsibilities of each member of the high-quality service team is mainly for the service content, the illustration of attentive service, the planning plan for the age group of the birthday banquet and the planning plan for various theme banquets.
Regular PK, innovative high-quality service content
In the process of implementing high-quality service, many restaurants follow the template in order to save trouble, and gradually the service staff will become numb and the sense of innovation will weaken. The Harmony Club regularly organizes high-quality service PK activities with different themes every month, and problems in the work come from the employees and are also solved from the employees.
When it is necessary to strengthen the sense of service, the enterprise will carry out a high-quality service speech contest; when it is necessary to improve the etiquette level of service personnel, the enterprise will organize a service etiquette drill competition; when it is necessary to innovate and move the service planning, the enterprise will organize the same theme to move the service planning PK; when the creative table is modeled, the enterprise will organize the creative table PK activities.
The author has seen a company that has done a particularly good job of creative table setting. They will organize a creative table setting competition, select the best table placement for different themes, and glue the content of the table with a display board the size of a table, and the moving service of the same theme can directly use the display board during the week. In doing so, it not only saves everyone's time to set up the table, but also gives customers a sense of freshness when it is updated every Monday. In the process of implementing high-quality services, enterprises must be diligent in thinking in order to continuously surpass customer experience and make customers satisfied, surprised and moved.
A variety of incentives to enhance the enthusiasm of employees
In the process of promoting high-quality services, the Association has designed different incentive methods for different departments, including both material incentives and honorary incentives. For the private room service staff, the focus is on the praise letter culture and roll call service, for the service staff of the individual seats, the focus is on the smile culture, and for the room staff, the praise letter culture and bonus incentive are the incentives. Of course, there is also a new incentive model - incentive coins.
The role of incentive coins in enterprises is very important, how to use incentive coins in high-quality services to make high-quality services really effective? That is, to set incentive coin reward standards, and reward corresponding incentive coins for each standard. After the use of incentive coins, the number of letters of commendation for guest rooms increased from 105 to 155, an increase of 32.33%, and the occupancy rate of guest rooms increased from 96.3% in the previous quarter to 102% in the current quarter. It's all about incentive coins. Through the promotion of incentive coins, the service quality of the Harmony Hall has been greatly improved, the praise rate of guests has also increased, and the overall image of the company has also become better and better on major review websites and Changchun City.
Form standards and repeat training continuously
The stability of a team's employees will affect the quality of service, and the situation may be more severe than that of other catering companies, because most of the company's front-line service personnel are interns and do not have rich service experience.
In order to ensure the service quality of the enterprise, the management of the Harmony Association transforms the quality service content into the "Quality Service Manual", and formulates different training plans every month, so that employees remember the training days as if they remember the days of payroll, and everyone consciously waits for the training on that day. In order to better serve customers and bring customers a better service experience, the Harmony Association organized a series of high-quality service training etiquette training in mid-April. The training focused on everyone's concierge standing, bowing, guidance and other content, and conducted practical drills to serve customers.
At the beginning of April, the Harmony Association also organized a training on service etiquette, proposing the law of 55387, that is, 55% dress, 38% body language and 7% speech, and practiced the 15-degree bowing on the spot.
Regular high-quality service training not only ensures the inheritance of standards, but also solves the problem of serving "disaster areas". The quality service training of the Harmony Club is not only for the waiters, but also for the chefs and management. The repeated training of all employees not only brings the improvement of employees' mentality and skills, but also the improvement of corporate services and reputation.
This article is excerpted from "China Good Catering Magazine"
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