KTV attendant 1 workflow. 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 left chest. 2. Check working tools: lighters, bottle openers, trays and clean rags. 3, smile: whether there is a heartfelt smile, revealing 8 teeth. 2. At work: Welcome preparation: welcome guests in the room according to the notice, 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), the first time into the room: 1, welcome: take the initiative to greet the guests politely: welcome. 2. Introduce the usage of audio song ordering: after the guest enters the room, turn around and close the door: 1) Introduce the audio system: Are you familiar with the song ordering method? 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 give it to the guest. 4. Introduce the supermarket: Language standard: Welcome to the supermarket to buy drinks and food. 5. Ask the guest if he 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 the guest to start timing: I'll start timing you now. You can order songs now. Enjoy your consumption (turn around and leave the room, remember not to turn your back on the guests). 8. Inform the front desk to start timing: I will inform the front desk to time the private room (front desk, room XXX) as soon as possible. (2) Enter the room for the second time: 1, please sign the attendance sheet: after receiving the attendance sheet for the private room, knock twice to 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 the guests to keep the attendance sheet: put one of the attendance sheets in the six-in-one middle school to remind the guests to leave this one here for your reference when you check out. Face the guests and exit the room. (3), regional patrol: 1, intermission patrol: the waiter walks around the private room to inspect the situation and dynamics of the guests, and 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, guest inquiries: When meeting the guests, stand aside and say hello to the guests. If a guest asks about other matters such as toilets or supermarkets, politely guide and answer. 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 Room X, RMB/hour before the current time and RMB/hour after the time) 3. Ring the service bell: after receiving the notice of the service bell, quickly rush to the room that needs service, knock on the door twice (in a moderate voice), enter the room, stand at the door and lean against the guest, and politely ask what the guest needs. (Language standard: Hello, is there? ) 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. Products produced by the water bar or production department: When guests need to order water bar products in the private room, they should set up a wine list and send a copy of the wine list to the staff of the water bar to make fruits and drinks quickly. 6. Need to debug the sound: I will immediately notify the sound engineer to debug the sound for you and notify the sound engineer as soon as possible. 7. Pay the bill: If the guest pays the bill, politely ask if the guest has a membership card: Who has a membership card? If the guest has: please bring your membership card and pay the bill 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, xx room pays the bill) 8. Transfer language: flexible use 9. Shopping for guests in the supermarket: Hello, let me help you. 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 requirements, solve the guest's requirements quickly and with high quality (4), leave the private room after the guest consumes: 1, say goodbye to the guest politely and remind: when the guest gets up and leaves the room, politely remind: please pay attention to your belongings, thank you for coming, please walk slowly. 2. Check the articles in the private room: check whether the articles in the private room are damaged or lost in time, and check whether the guests have left any articles. 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. Clean the sofa surface with an 80% dry tablecloth. 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. (Bar chair, leather pier, etc. ) Wipe the Liuhe-1, ashtray, remote controller, water tag and other items clean, and make up 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, standing standards: standing posture, insisting on standing posture service, standing posture is elegant and generous, reflecting employees' temperament, self-cultivation, grace, chest and abdomen, natural eyes, eyes looking straight ahead or paying attention to serving 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 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: Gesture action, customer service, standardized, elegant and natural gesture application. 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 courtesy, and implement the 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. (Hello) 5. Guide the guest: guide the guest to March, signal the direction with your hands, walk in front of the guest's right or slightly sideways, keep a distance of 1.5-2 steps, and talk to the guest during the March, keep a distance of half a step. 4. Sound standard: Serve the guests in Mandarin. Friendly tone, moderate volume (subject to the guests can hear clearly) 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, meal time: the meal time shall not exceed 30 minutes. 2. Time to go to the toilet: the time from going to the toilet to returning to work shall not exceed 6 minutes. 3. Private room cleaning: mini room and small room cleaning: time standard -5 minutes, medium room cleaning: time standard-10 minutes, large room cleaning: time standard-15 minutes, VIP room cleaning: time standard -25 minutes, public * * * area patrol cleaning: time standard-the longest time is not allowed. Responsibilities: Talk to customers: Communicate effectively with customers, listen to their opinions, and make customers feel highly valued. 2. Assist customers in consumption: assist customers in need. Take guests to the bathroom and supermarket. Answer guests' inquiries, etc. 3. Know how to handle the guest's complaints: You can immediately respond to and handle the guest's special requirements (such as returning wine and buying supermarket consumer goods for him). At this time, you must smile and show the customer that you are willing to help. 4. Use authorization: fully and confidently use the authorization given to meet the needs of customers. If the customer's requirements cannot be met, the relevant managers should be informed immediately to solve them.