No enterprise dares to let a new employee go to work directly, and so does KTV waiter. Don't underestimate the work of KTV waiters. There are many norms and skills in service standards and service etiquette, and the immaturity of KTV attendants will affect the service quality of KTV. It can be said that strict training for new employees is the basic condition to ensure the quality of KTV service. Below we will share with you a set of detailed and practical training materials for KTV waiters.
I. What is "service"?
To let KTV attendants know what service is, service is not simply "serving tea". Service is to show respect, welcome, concern and friendliness to guests through language, action, posture, expression, gfd and behavior.
2. What is the standard of 2.KTV service?
1, get ready
It means that every waiter should be ready to serve the guests at any time;
2. Vision
It means that every waiter should always pay attention to the guests with warm eyes, adapt to the psychology of the guests, predict the psychology of the guests, predict the requirements of the guests and provide effective services in time, so that the guests can always feel the care of the waiters;
Step 3 smile
It means the friendly smile service that the waiter should provide to every guest;
Step 4 invite
Its meaning is that the waiter should show sincerity and respect at the end of each reception service and invite the guests to come again;
5. Excellent
It means that the waiter does every service procedure and every small service job very well;
Step 6 create
It means that every waiter should try his best to create an atmosphere so that guests can enjoy their warm service;
Step 7 entertain
It means that the waiter should treat every guest as a guest who needs to provide quality service.
3. What is the basic attitude that a KTV waiter should have?
1, meticulous and thoughtful
Be good at analyzing and observing the psychological characteristics of the guests, know how to find the needs of the guests from their looks and behaviors, correctly grasp the service opportunity, serve the guests before they speak, and the effect exceeds the expectations of the guests, and strive to improve the service work to be thoughtful and comprehensive;
2. Service attitude standard
Enthusiasm, initiative, patience, consideration and humility, the core of which is respect and friendship for guests;
3, serious and responsible
It is to worry about what the guests are anxious about, to think about what the guests think, to do everything for the guests seriously, to give them a satisfactory result or reply, even if the service requirements put forward by the guests do not belong to their own post services, to actively contact relevant personnel, to effectively solve the difficult problems of the guests, to solve the needs of the guests as the top priority in the work, and to do a good job according to the requirements of the guests;
4. Passion and patience
Is to treat guests like relatives, love at first sight, with a smile, kind attitude, kind language, warm and sincere. In front of the endless stream of guests, no matter how busy the service work is and how stressful it is, we will remain impatient, bored and calm. Guests will have opinions, listen with an open mind, always explain their feelings and never quarrel. If there are contradictions, we must be strict with ourselves and be respectful and modest.
5. The art of rejection
Put an end to prevarication, coping, perfunctory, prevarication, boredom, indifference, contempt, arrogance and indifference in service work;
Step 6 be proactive
It is to master the law of service work, do the service work well consciously before the guests ask for it, take the initiative to "ask for trouble", take the initiative to seek the guests' complete satisfaction everywhere, save for a rainy day, help others, and provide convenience for the guests everywhere;
7. Be polite
We should have high cultural accomplishment, healthy language, elegant speech, neat clothes, dignified manners, be neither humble nor supercilious, respect the customs, religious beliefs and taboos of different countries and nationalities, and pay attention to showing good spiritual outlook everywhere.
Four, KTV waiter should master the basic service essentials
1, the guest is in urgent need.
Take the guest's request as your most important thing, effectively solve the guest's difficult problems, and let the guests feel the sincerity of service;
2. The waiter is serious and responsible, meticulous and enthusiastic, giving the guests a sense of importance. Employees are kind and enthusiastic, patient and thoughtful, polite and have a good service attitude;
3. Let "the customer is always right"
Even if the fault lies with the guests, be reasonable and give them face and steps instead of embarrassing them. Of course, if the guest violates national laws or has serious "deviant" behavior, it is another matter;
4. Use proper nouns, address the guests by their surnames accurately and greet them warmly. The first word is "please" and the last word is "thank you". When using polite language, speak appropriately, behave generously and appropriately, conform to etiquette, be polite and standard, and provide thoughtful service.
5. Remembering the names and faces of the guests will make them feel respected and friendly;
6. Employees should be neatly dressed, dignified in appearance, stand and serve, behave generously, serve with a smile, have a kind attitude and be considerate in service;
7. Accept guest complaints, attach great importance to them, make concise records, find out the reasons, properly handle them, report to the superior in time if they can't be handled or can't be handled, learn from the complaints and make continuous improvement;
8. Understand and master the guest's psychology, respect the guest's habits, treat the guest in a way that the guest likes, and make the guest feel respected. KTV waiters should always observe and think from the perspective of the guests, cultivate good observation ability and serve the guests timely, accurately and appropriately.
9, superb service skills, cleverly resolve the contradiction between service supply and caring for people's needs, which neither violates the company's principles, but also allows guests to get what they need and meet their reasonable requirements.
First of all, before we talk about business:
1, go to work on time, pack up your gfd, and prepare tools (pen, lighter, bottle opener, wine list) needed for work.
2. 7: 00-7: 10 is the time to attend the regular meeting before class:
Contents of the regular meeting before shift: hand in the work diary, report the unexpected problems in the previous day's work, announce the results of handling violations the previous day, assign work and arrange tasks for the day, announce the cleanliness of products produced that day, and check the gfd and business appliances of employees.
3.7: 00-8: 30 is the preparation time before taking up the post:
A. Go to the KTV room where you are responsible before 8: 00, put the microphone cable on it, conduct a sound test, and check whether the sound and TV are normal; Check whether the computer works normally; Whether it can be operated by computer remote control; Then put the microphone and remote control back in place.
B, check whether other facilities in the room are normal.
C, check the room table, indoor, health is in line with the company's health standards, business supplies are fully prepared. If you find any problems, report to the room manager. (If the supervisor is absent, report to the manager for coordination. )
Second, in business:
8: 30- 10: 00 station welcome time
△ Standing in standard posture:
1, at 8: 30, stand at the door of your own hall to welcome guests, hold your head high, smile, and put your hands behind your back.
2. When the guests arrive and feel their eyes meet the guests at a distance of1.5m-2m, salute the guests according to the standard of "Good evening and welcome".
△ Here comes the guest:
1. Welcome the guests politely and warmly. When using polite expressions, bow 35 degrees, "please go inside" and make a gesture of please.
2. Quickly open the room door, invite the guests to sit down, and then gently close the door.
After the guests are seated, the service will start 3 minutes before the start. Hang clothes for guests, move stools, etc. )
△ After the guests come:
1. After the guests entered the room and took their seats, they knocked on the door and stood by watching TV. They saluted, smiled and bowed to introduce themselves, and gave a welcome speech: "Good evening, welcome! I'm a room attendant. I'm glad to serve you! "
2. Pour the welcome tea for the guests, and make tea for the guests in a half kneeling position. When you take a cup, you can't take a third of the cup, only a third of the cup. Hold one-third of the cup with your thumb, forefinger and middle finger, and use the little finger as the supporting point of the desktop. When serving tea, you should handle it gently, put it down gently and make a gesture to ask for tea.
3. Inform the switchboard to turn on and ask the guests whether to watch TV or listen to music. Then adjust the TV, computer and power amplifier according to the requirements of the guests (the effect device is turned on), adjust the lights to a soft state, and adjust the music to the best effect.
4. Bring the fruits and snacks to the table, and open the plastic wrap of fruits to signal the guests to eat.
△ Order drinks and food for guests:
1, according to the standard of half kneeling, give the wine card to the guest and use it at the same time: "Good evening! This is our company's wine card. Would you please have a look at what wine to order tonight? "
2. Actively promote and introduce the company's drinks and snacks. Introduce the company's wines with high-priced and high-priced wines, and then promote them according to the requirements of guests. For example, when guests order foreign wine, they should introduce it quickly and accurately with XXX foreign wine. After the guests order the wine, they should ask whether it is mixed or pure, and whether they want to add a few cans of 7-up.
When the guests finish ordering drinks, they should repeat the drinks they ordered. And ask the guests if they need exquisite snacks and drinks. Then enter the name and quantity into the computer. Exit the hall politely: "please wait a moment and bring it to you right away."
Stand at the door and wait for the arrival of the goods. Every time I enter the room, I have to knock on the door three times (one light and two heavy) and politely say, "Excuse me, I'm sorry! Thank you for waiting. " And according to the standard semi-kneeling posture, guests must be invited to check the wine before opening, mixing and tasting.
When you put anything on the table, you should make an invitation gesture (five fingers pointing at the item together), be polite to others and enjoy your meal.
△ Midway service:
1. During the midway service, you should constantly clean the countertops and floors, order songs and add wine, help the guests put the wine, cigarettes and other items back in place, connect the cups of the guests who have left for a long time to the workbench, send them to the bathroom for cleaning, and prepare an appropriate amount of motorized cups in time to meet the needs of new guests.
Young master (waiter) must cooperate closely with Miss DJ when serving food to promote drinks and food for the company. Always pay attention to the guest's eating degree and room movements. Do four diligence (eye diligence, hand diligence, mouth diligence, leg diligence), accurately judge the requirements of guests, and answer questions and be responsive. See if there is rubbish on the DJ's right hand side every time he enters the room. You can serve, clean, collect and send the guests in time, and you can enjoy our polite and high-quality service while having fun.
3. Remind the guests at any time how much they have spent and how much they need.
When every new guest or manager enters the room, he should get up to give a welcome speech and pour wine. When every guest leaves, he has to get up and say goodbye.
5, the guest pays the bill: when the guest orders, he should ask the guest what else he wants first. In the case of insufficient consumption, remind guests to order enough consumption and introduce items that can be packed and taken away. Inform the supervisor at any time, and pay in cash before taking it. When the guest pays the bill, use the corner of his eye to check whether all items and facilities in the hall are damaged or missing. )
6. When guests get up and leave, they should be reminded to take their belongings with them, and respectfully send "Thank you for coming, please take care, and welcome to visit next time!"
7. After the guest leaves, clean the room in time, and then call the service desk to report the vacancy.
Stand in the room and wait for the second batch of guests or fill out the work report.
3. After work:
1, do a good job of cleaning the room (cups, small handles, wine glasses and other sundries), and put the hall facilities (power amplifier, computer, etc. ), and turn off all power and water switches. Put the microphone and remote controller back in the main control room, and open the door to dispel the odor.
2. Ask the supervisor to check the room sanitation or facilities. 3. Have regular meetings after work to listen to the supervisor's summary of the day's work.
(V) Matters needing attention in KTV service
1. When serving food, we should remember the principle that ladies give priority to Yu Xiansheng and the elderly give priority to young people.
2. When receiving the products sent by the courier, check whether the products are correct. If the products are frozen, prepare coasters.
When you meet a guest, you should say "sorry" before serving drinks. Remind guests to pay attention to avoid accidents. After the product is finished, they should say to the guests according to the specification, "Please enjoy your meal." And then walk backwards.
4. Kneel on one knee when serving, which is convenient for serving. When the product is taken out of the tray, it should face the side of the guest, and the left hand should move outward accordingly to keep the tray parallel and balanced. Pay attention to the occasion when loading products. If the guest is singing, don't block the guest's view.
5. Pay attention to changing the small handle in time and help the guests to add drinks at any time. With the consent of the guests, take away the empty fruit bowls, unused wine glasses and bottles and clean up the sundries on the table in time to keep the table clean.
6. Whether serving food for guests or cleaning the countertop, trays must be used. 7. If the product needs ingredients and sauces, it should be provided with food.
8. When you complete the order, you must repeat the order to prevent and reduce mistakes.
9. If an employee leaves his job because of something, he must inform his colleagues or superiors and ask for assistance to avoid a "vacuum" phenomenon.
10, when serving food, you should pay attention to your eyes, hands, legs and mouth. At the same time, you should pay attention to your mouth, paper towels, cigarettes and lighters. Thank you for coming.
1 1. When preparing foreign wine, whether it is strong or weak, you should ask the guests for advice. 12. If guests change seats, they should provide cup delivery service in time.
13. When serving beer, after pouring a round of wine, 5-6 bottles should be served in the big room, 2-3 bottles in the middle room and 1-2 bottles in the small room. Find the corresponding position and put it away for the next round of pouring.
14, when the guest has 2-3 drinks left, ask if the guest needs to add drinks in time.
15, trays are not allowed to go on stage at any time.
16, the product should be delivered from the guest's right. If there are many people in the room, we should be flexible according to the actual situation. When delivering products, we should follow the principle of low cup before high cup, hot cup before freezing. If there is a coaster, put it down first, then hold the lower end of the cup with your right hand and gently put it on the stage to avoid collision. At the same time, quote the product name to avoid mistakes.
17. After you get up from the product, you should say to the guests according to the specifications, "Please enjoy your meal." And then walk backwards.
18. When making payment, the supervisor should pay attention to counterfeit and broken banknotes. If in doubt, he can politely ask the guest, "sir/madam, can you change it?"
Four, KTV services before business preparation and after business finishing skills:
(1)KTV service preparation skills before opening.
① Punch or swipe the card on time (fingerprint) ② Wear the work uniform, tidy up the gfd ③ Prepare the work tools (pen, lighter, bottle opener, wine list) ④ Arrive at the designated place to attend the pre-shift meeting on time.
First, before taking up the post
(1) The manager and supervisor arrange the work for the day.
(2) state the mistakes in the work and guide the correct methods. Praise good people and deeds, etc.
(3) Recite polite expressions, call for company spirit slogans, and encourage and call for love.
B. After taking office
① Prepare all items in the hall (cups, handlebars, colored handlebars, towel bars, candles, etc.). ).
(2) do a good job in all the hygiene of the hall (carpets, sofas, countertops, electrical appliances, bathrooms, walls, fire-fighting equipment, plants, etc.). ), especially in the corner and under the sofa. ③ Table setting (according to the table setting standard stipulated by the company). (4) Check whether the speaker equipment in the hall is normal (if not, notify the general controller for maintenance).
⑤ Check whether the computer song ordering system and Internet access system are normal. (If there is any abnormality, notify the computer room personnel for maintenance) ⑥ Check whether the fixed property in the hall is in good condition, missing or damaged. ⑦ Keep the indoor air fresh and odorless, and light the aromatherapy lamp for indoor aromatherapy 10-20 minutes.
⑧ Adjust the lighting to the best brightness, and adjust the air conditioning temperature to an appropriate level. General (18℃-22℃). Pet-name ruby standard standing posture, waiting for the arrival of the guests.
(2) Close after opening 2) Skills of 2)KTV service:
(1) After the guests leave, turn off the speakers and electrical equipment in the hall first; (2) Check whether there are burning cigarette butts on the ground and carpet, and eliminate them in time.
(3) Check whether there are any items left by guests in the room, and if there are, hand them over to the manager. (4) Check whether the appliances, equipment, facilities and other items are damaged.
⑤ Put out the burning oil lamp or candle on the table in time to increase revenue and reduce expenditure. ⑥ If a guest finishes the rest of the drinks, he should leave the order immediately, ask the supervisor to sign for confirmation, and report it to the cashier and the bar for confiscation. ⑦ Clean all the cups, handles and other sundries on the countertop. Put it in a cup basket and send it to the washing room. ⑧ Wash wine stains, oil stains and candle oil. Put it on a clean table. Pet-name ruby clean ground paper towels, sundry, etc. If there is chewing gum or the guest vomits, notify the personal assistant to clean and wash.
Attending after cleaning the bathroom in the hall, wipe the towels and rags and hang them on the edge of the table. Convenient for use the next day. ⑾ Turn off the lights, air conditioner and all power supplies. Put the microphone and remote control back in main control room.
Physical training content of ktv service personnel
1. Standing: After hearing the command of "stand at attention", the standard posture is: hold your head up, chest up, abdomen in, eyes looking straight ahead, chin slightly retracted, shoulders slightly tilted back, arms naturally drooping, fingers together, thumb clasped to the second joint of index finger, middle finger stuck to the trousers seam, legs together, toes at about 45 degrees.
2. At ease: After hearing the command to be at ease, your right foot spans half a step, and your feet are shoulder-width apart. At the same time, behind your hands, your left hand reaches your waist and your right hand reaches your left hand. Above your belt, keep your upper body at attention.
3. Standing posture: After hearing the standing posture preparation password: on the basis of standing at attention, put your hands behind your back, stick your left hand across your waist, and press your left hand horizontally.
4. Welcome posture: On the basis of standing posture, put your hands back, your left hand flat to your waist, and your right hand flat to your left hand.
5. Turn left (right, back): After hearing the password, turn 90 degrees to the left (right) direction with the left (right) heel as the axis and the right (left) toe as the fulcrum (turning back means turning right with the right heel as the axis and the left toe as the fulcrum, 180 degrees), stand firm, and lean on your feet quickly, and act.
6. Left (right) alignment: After hearing the password, the right (left) hand is quickly lifted and attached to the right (left) waist, the head swings to the left (right) quickly, the feet move quickly, and the steps are aligned. After hearing the command to look forward, you can stop breaking your feet, straighten your head quickly, and put your hands down at the same time to establish a positive posture.
7. Squatting posture: After hearing the password of squatting, the right foot quickly takes a small step back. Squat down and keep your hips on your right foot. During the squat, keep your upper body at attention, keep your arms close to your body, and slide your knees down. Fingers together, right arm straight. The left arm and forearm form a 90-degree angle, and the elbow is close to the body. Keep your head straight and your neck straight. Look ahead.
Employee's Gfd
The Gfd of service personnel at all levels will affect the reputation and style of the company, and all employees must fully realize the importance of this issue.
1. Wear the uniform specified by the department, keep it clean and tidy, wash shirts regularly, iron them every day, wear the work number plate at the designated position, and wear uniform shoes and socks. Male employees wear black shoes and socks, and female employees wear black meat stockings.
2. The head must be washed frequently, neatly combed, without weird hairstyle and dandruff. Male employees should shave every day, while female employees should not have long hair and keep it shoulder-length.
3. Cut nails frequently, keep them clean, don't leave long nails, and female employees can't wear bright nail polish. There must be no black objects under the nails.
4. Rinse your mouth and brush your teeth frequently to keep your teeth clean and smooth in your mouth.
5. Female employees should wear light makeup during work, not heavy makeup, avoid using heavy makeup, and should not wear accessories other than engagement rings.
6. Correct standing posture, standing posture and walking posture standards:
7. Chest out, abdomen in and shoulders down.
8. Heels should be aligned together, toes should be separated by 60 degrees or feet should be separated 15 cm.
9. Men naturally put their hands behind their backs and hold their right fists in their left hands; Women's hands naturally cross in front of the lower abdomen.
10. Keep your head straight, look straight ahead and have a natural facial expression. Smile. Don't lean back and forth, don't rely on other things, don't put your arms around your shoulders, don't land on one leg or the other, don't shake your head, don't look around, two people can't chat at once.
1 1. On the basis of standing posture, walk sideways, with light steps, steady and moderate steps, no hurry or rashness, no running in the service area, natural swinging of hands, no more than 30 degrees before and after, and natural expression. Don't walk side by side. Say hello when you meet guests.
12. Be friendly and smile.
13. Don't manicure, pick your teeth, pick your nose, burp, stretch, sing, hum or make up in front of guests.
14. When placing, picking up and transferring articles, we should pay attention to putting them down gently, and the voice of walking, talking and opening and closing the door should be light. Any service activity must start from the guest's point of view, and there must be no behavior that affects the guest's rest.
First, the employee's ceremony
1. Treat guests naturally, generously, steadily, warmly and politely, skillfully use the "eleven-character" polite expressions, serve with a smile, and use honorifics well. Do it: greet the guests, address them, thank them for leaving, and apologize for the mistakes at work. Don't judge people by their skin color, race, beliefs, clothes and looks.
2. Take the initiative to give way when meeting guests, and don't take the initiative to shake hands when meeting guests, especially female guests. If guests reach out and shake hands first, they should smile and shake hands. When shaking hands, the posture should be correct, the waist should be straight, the upper body should lean forward slightly, and the strength should not be great. You shouldn't shake hands with guests with your left hand.
When talking with guests, stand up straight and be polite, and don't glance left and right, bow your head or look up. Listen to the guest's speech, don't grab words with the guest, don't interrupt, don't argue with the guest, don't argue irrationally, speak in moderation, with gentle tone and elegant language.
4. Don't ask the age of the guests, especially the female guests. Don't ask the guest's resume, salary, clothing price. Don't look around and don't whisper to people wearing strange clothes. Non-discrimination, enthusiastic help and thoughtful service for disabled people or people with physical defects.
5. The service personnel should not be too casual and affectionate with the guests, laugh at the carelessness of the guests, point at the guests, and take it out on the guests in attitude and action.
Second, the working attitude of employees
1. The basic attitude of employees towards guests and colleagues is to skillfully use polite expressions, smile, always put the words "please" and "thank you" at the forefront, and serve with a smile, always giving guests and colleagues a cordial and pleasant feeling.
2. Answer the phone and say "Hello, I'm …", with a warm and pleasant tone.
3. Smile service is the basic requirement for employees in the service industry. Smile naturally, appropriately and from the heart, so that guests feel at home, warm and harmonious, relaxed and happy.
4. Do everything efficiently, do what you say, do not delay the work, receive guests from beginning to end, and make the handover work clear.
5. Do everything efficiently, do what you say, do not delay the work, receive guests from beginning to end, and make the handover work clear.
6. Be responsible for all work and be highly responsible for the guests and the company. The whole spirit of service personnel must focus on the guests, and employees should be good at reading the psychology of the guests and do all the service work well before the guests speak.
7. Honest and reliable, upright, not selfish, not bribing, not greedy for other people's money, not asking for tips from guests.
8. Work conscientiously, practically, patiently and meticulously, strictly observe the post and be meticulous. A good service person should also be an excellent salesperson. Company employees must learn marketing skills and improve their marketing ability.
9. Employees should have excellent moral quality, report anything, correct any mistakes, provide no false information, gossip, shirk their responsibilities, be duplicitous, gossip and frame others.
10. Maintain all the company's working instruments and facilities regularly, and pay attention to saving water, electricity and consumables without damaging public property.
1 1. Pay attention to hygiene, don't spit everywhere, don't throw scraps of paper, peels, cigarette butts and sundries, and don't scribble. If you find scraps of paper and sundries in public places, you should pick them up at will to keep the company clean and tidy.
Second, matters needing attention
What should KTV waiters pay attention to?
1What should KTV waiters pay attention to? 1. Get down on one knee when delivering products, which is convenient for service. When the product is taken out of the tray, it should face the side of the guest, and the left hand should move outward accordingly to keep the tray parallel and balanced. Pay attention to the occasion when loading products. If the guest is singing, don't block the guest's view.
When you meet a guest, you should say "sorry" before serving drinks. Remind guests to pay attention to avoid accidents. After the product is finished, they should say to the guests according to the specification, "Please enjoy your meal." And then walk backwards. .
When serving beer, after a round of pouring, 5-6 bottles should be served in the big room, 2-3 bottles in the middle and 1-2 bottles in the small room, so as to find the corresponding position and put it away for the next round of pouring.
4. When paying, the supervisor should pay attention to counterfeit money and broken banknotes. If in doubt, he can politely ask the guest, "sir/madam, can you change it?"
5. Remember the principle of "Ladies before gentlemen" and "Old before young" when serving food.
6. Trays are not allowed on stage at any time.
7. When receiving the products sent by the courier, check whether the products are correct. If the product is frozen, prepare coasters.
8. Pay attention to changing the small handle in time and help the guests to add drinks at any time. With the consent of the guests, take away the empty fruit bowl and unused wine glasses and bottles and clean up the sundries on the table in time to keep the table clean.
9. Whether serving food for guests or cleaning the countertop, trays must be used.
10, the product should be delivered from the right side of the guest. If there are many people in the room, we should be flexible according to the actual situation. When delivering products, we should follow the principle of low cup before high cup, hot cup before freezing. If there is a coaster, put it down first, then hold the lower end of the cup with your right hand and gently put it on the stage to avoid collision. At the same time, quote the product name to avoid mistakes.
1 1. When you complete the order, you must repeat the order to prevent and reduce errors.
12. When employees leave their jobs unexpectedly, they must inform their colleagues or superiors and ask for assistance to avoid a "vacuum" phenomenon.
13. When serving food, you should be diligent in eyes, hands, legs and mouth, and at the same time, you should be diligent in mouth, paper towels, cigarettes and lighters. Thank you for coming.
14, consult the guests when preparing foreign wine, whether it is strong or weak.
15, when the guest has 2-3 drinks left, ask if the guest needs to add drinks in time.
16. After you get up from the product, you should say to the guests according to the specifications, "Please enjoy your meal." And then walk backwards.
17. If the product needs ingredients and sauces, it should be provided with food.
18. If guests change seats, they should provide cup delivery service in time.