Pre-shift preparation:
According to the requirements of the company, the dress must wear the work number plate, and organize their personal gfd to meet the company standards;
Arrive at the designated place 20 minutes in advance to attend the regular pre-shift meeting, to find out whether the company has any new instructions and announcements, and strictly implement them, and at the same time know your own area and assigned tasks that day!
First of all, before taking over:
1. Check gfd: Make sure the hair is clean and tidy, the uniform is clean and flat, and the badge is worn on the right chest.
2. Check the working tools: lighters, bottle openers, pens, trays and clean rags.
3. Check out the six-in-one display: two store cards, three customer comment cards, two packs of paper towels and disposable microphone covers. Bells, wine glasses, dice cups, microphone wires, ashtrays, trash cans.
4. Smile: Is there a smile from the heart, revealing 8 teeth?
Second, at work:
Prepare for the guests:
Press the notification room to entertain guests, turn on the effect light in the room, turn on the projector and computer in the private room, and check whether the microphone and various items in the private room are complete to welcome guests.
(a), into the room for the first time:
1, welcome guests:
Greet the guests politely: welcome.
2. Introduce the usage of ordering audio songs:
After the guest entered the room, he turned and closed the door:
1) Introduction to sound system: Are you familiar with the way of ordering songs?
2) If the guest doesn't know the introduction displayed by the indicator light (using the semi-squatting service posture), our company will touch the Schleswig's song ordering system and press the corresponding prompt key at the top of the screen to select your favorite song ordering method. You got it? If the guest is still unclear, he should explain further. If the guest is clear, omit to introduce the use of audio and computer song ordering system.
3. Take the microphone for the guest:
Put the microphone in the room on the disposable microphone sleeve and bring it to the guests.
4. Introduce the supermarket:
Language standard: Welcome to the supermarket to buy drinks and food.
5. Ask if the guest is a member:
Are you a member? If the guest is not a member, encourage the guest to apply for a membership card and enjoy the consumption discount.
6. Introduce the service bell:
Go back to the side of the service bell facing the guests and point out the location of the service bell. If you need anything, please ring the service bell, and I will be at your service at any time.
7. Inform visitors to start timing:
Now I'm going to record the time for you. You can order songs now. Enjoy your consumption (turn around and leave the room, remember not to turn your back on the guests).
8, notify the front desk to start timing:
Inform the front desk of the time of this private room as soon as possible (front desk, room time ××).
(2), the second into the room:
1, please sign the attendance sheet:
After receiving the attendance sheet of the private room, knock twice and enter the room; Politely ask the guest at the door: hello, who wants to confirm the attendance sheet? After receiving the guest's response, hand over the time list of the private room in a crouching position, remind the guest to pay attention to whether the facilities and articles in the private room are in good condition, and ask the guest to sign for confirmation: Please confirm that everything in the room is in good condition.
2. Remind guests to keep the schedule:
Put one of the attendance sheets in the Six-in-One Middle School and remind the guests that this one is left here for you for your reference when you check out. Face the guests and exit the room.
(3), regional patrol:
1, half-court patrol:
Attendants patrol the guests' situation and dynamics in the private room. The patrol posture is polite and elegant: don't rummage around, but observe the dynamics in the room on the grounds of closing the door for the guests. If you find tableware, utensils, supermarket shopping baskets, empty wine bottles, etc. in the private room, you should take them back in time. (Tableware: Sorry to bother you, do you need any more? Take it away for you. Thank you. /supermarket shopping basket: sorry to bother you, but may I help you collect the supermarket shopping basket? Thank you/sorry to bother you, but may I get your bottle back? Thank you/common language: I'm sorry to bother you. Can I tidy it up for you? If you find anything unusual (pornography, gambling, drugs), immediately notify the management and deal with it quickly.
2, Lu Yu guests, guests ask:
When meeting a guest, stand aside and say hello to the guest. If the guest asks about other matters such as bathroom or supermarket, politely guide and answer the guest. Use room delivery service to guide guests to their destinations, and cooperate with the service work in adjacent areas in time. If the guest asks the price, the answer is rigorous and accurate. (Your room is X, and the current time is X yuan/hour before X and X yuan/hour after X).
3. Press the service bell:
After receiving the notice of the service bell, rush to the room that needs service, knock on the door twice (in a moderate voice), enter the room and stand at the door near the guest's side, and politely ask the guest what he needs. Language standard: Hello, what can I do for you? ) after being asked, solve the guest's needs quickly and with high quality.
4. Time prompt:
Enter the room ten minutes before the time period changes to remind the guests of the time period changes. I'm sorry to bother you, but the consumption price of your private room after the time period is RMB ×××× yuan/hour. I wish you a happy consumption! )
5, water bar or made by the production department:
When a guest needs to order some water from the bar in a private room, he/she will place a wine list and send it to the bar staff so as to make fruits and drinks quickly. The water bar products will be settled with the room rate.
6, need to debug the voice:
I'll inform the sound engineer to debug the sound for you at once and inform the sound engineer as soon as possible.
7. Pay the bill:
If the guest checks out, politely ask if the guest has a membership card: Who has a membership card? If the guest has: please bring your membership card and check out with me at the front desk. (language: front desk, XXX room member, front desk pays the bill)/If the guest doesn't, I'll help you pay the bill right away. Inform the front desk to settle the bill for the guest as soon as possible. (Front desk, pay room rate)
8. Transmission language:
apply in a flexible way
9, for the guests to buy items in the supermarket:
Hello, let me help you with it. What is your room number, please?
10, other requirements:
On the premise of not violating the company's regulations and capabilities, after asking the guest's needs, solve the guest's needs quickly and with high quality.
(4), guests leave the room after consumption:
1, say goodbye to the guests politely and remind:
When the guest gets up and leaves the room, politely remind the guest: please pay attention to your belongings, thank you for coming, please take care.
2, check the items in the room:
Check whether the items in the private room are damaged or lost in time, and check whether the guests have left any items. If there are any items left behind, they should be handed over to KTV lobby quickly.
Third, clean the room:
1. After the guest leaves, put the microphone, ashtray, remote control, water tag and other items on the receiving cabinet.
2. Put the tableware and wine bottles on the table into the recycling bin. Tidy up the sundries on the desktop and put them in garbage bags.
3. Pour some water or detergent solution on the countertop and bar countertop, and scrape the countertop clean with a scraper. (Pay attention to wipe the scraping strip with a rag after each scraping to prevent water marks. ) After the countertop is scraped, wipe the countertop and edge clockwise with an 80% dry tablecloth. Make sure there are no water marks and stains.
4. Put the sundries on the sofa into garbage bags, and pay attention to cleaning the gaps in the sofa. Wash the sofa surface with a tablecloth that is 80% dry. Wipe the microphone clean.
5. Clean the ground debris into garbage bags with cleaning tools. Wipe the floor and countertop between the sofa and coffee table with a towel, and wipe the other floors with a mop. When the ground is dirty, clean it with a scraper, and pay attention to the dead angle of the private room. The ground is bright and clean, leaving no water stains or wine stains. Clean the trash can in the room and put on a new garbage bag.
6. After cleaning, patrol the private room to check whether there are any omissions, and then put the items in the private room neatly and put them back in their original places according to the standards of OK room. A bar chair, pier, etc. )
Wipe the Liuhe-1, ashtray, remote controller, water tag and other items clean, and complete the spare parts of Liuhe-1 (lighters, facial tissues, toothpicks, comment cards, bottle openers and microphone covers), and ask the regional minister to check and reset them. Report the OK room to the lobby manager.
Various standards:
1, station shape standard:
Standing posture, adhere to the service of standing posture, and stand gracefully, reflecting the temperament, cultivation and demeanor of employees. When standing, stand up straight, tuck in your abdomen, look natural, look straight ahead or pay attention to serving the guests. Don't stare at a fixed position. Keep your shoulders level and relaxed, with your body center of gravity down, and don't turn left or right. Mouth slightly closed. Hands naturally droop or cross in front of the body. Keep your body upright and steady, and keep smiling. Don't stagger, don't lean against the wall, full of energy, natural and graceful, ready to serve guests at any time.
2, walking body standard:
Walking posture. When walking, hold your chest and abdomen, lean forward slightly, move your feet back and forth naturally, and swing your arms back and forth naturally. The speed is moderate, but if it is too fast or too slow, it is necessary to prevent collision with people.
3, gesture action standard:
Gestures, customer service, gesture specification, beautiful and natural. Point out the direction for the guests, keep your arms straight, fingers together naturally, palms up, point to the target with the elbow joint as the axis, and smile with the use of language. Don't make too many gestures when talking to guests or providing services.
4. Lu Yu guest standard:
Lu Yu guests smile, take the initiative to say hello, sideways comity, three-step smile method. Three steps to smile at the guests, two steps to nod to the guests, and one step to say hello to the guests.
5. Tourist guide standards:
Guide the guests to March, signal the direction with your hands, walk to the right in front of the guests or slightly sideways to the guests, and keep the distance of 1.5-2 steps. Talk to the guests on the way and keep a half-step distance.
4. Sound standard:
Use Mandarin to serve guests. Intimate tone and moderate volume (subject to the clear hearing of the guests)
Work efficiency:
Press the service bell time:
The time from the service bell to the waiter's arrival in the private room should not exceed 30 seconds.
Work discipline:
1, dinner time:
Do not eat for more than 30 minutes.
It's time to go to the bathroom:
The time from going to the toilet to returning to this post shall not exceed 6 minutes.
3, private room cleaning:
Cleaning mini rooms and small private rooms: time standard -5 minutes.
Cleaning of medium-sized private rooms: time standard-10 minute
Cleaning of large private rooms: time standard-15 minutes.
Vip room cleaning: time standard -25 minutes
Public area patrol and cleaning: time standard-the longest time shall not exceed 10 minute.
5. Work discipline during work:
There was no chatting with other waiters, and there was no off-duty phenomenon.
Job responsibilities:
1, talking to customers:
Can communicate effectively with customers, listen to their opinions, and make customers feel that they are highly valued.
2. Help customers spend:
Help customers in need. Take guests to the bathroom and supermarket. Answer guests' inquiries, etc.
3, know how to deal with guest complaints:
Treat guests' special requirements immediately (such as returning wine and buying supermarket consumer goods for them), and be sure to smile and show customers that you are willing to help.
4. Use authorization:
Fully and confidently use authorization to meet customers' needs. If you can't meet the customer's requirements, you should immediately notify the relevant manager to solve it.