The basic qualities of catering staff include ideological quality, professional quality and psychological quality. In daily work, it can be reflected in rich service knowledge, resourceful service ability and warm and thoughtful service attitude.

A, training staff service knowledge

The service knowledge of catering industry is the sum of all kinds of service-related information that catering practitioners should know in order to provide better services. Mastering the service knowledge of catering industry is the most basic thing to carry out all the work in catering industry. Only on the basis of knowing a wealth of service knowledge can we provide quality services for our guests smoothly.

1. Training on the role of enriching service knowledge.

(1) Improve service proficiency and reduce service errors: If our employees can master the service knowledge of this position skillfully, they will be comfortable and considerate when serving guests. Otherwise, it is easy to make mistakes and cause dissatisfaction and complaints from guests.

(2) Training programs have increased the convenience of services and improved the efficiency of employees in entertaining guests: rich knowledge can make services arbitrary, so that the services needed by guests can be provided timely, accurately and skillfully. And our store can provide more thoughtful services for more guests because of the substantial improvement in efficiency.

(3) Reduce the uncertainty of service provided by our employees: Rich service knowledge can largely eliminate the uncertainty in service, thus making hotel employees more targeted in service and reducing the error rate.

2. Staff service knowledge training content

(1) Our management objectives, service objectives and related corporate culture.

(2) Training content of employees' job responsibilities

① The role and importance of this position and its position in our store.

(2) the object of work, specific tasks, work standards, efficiency requirements, quality requirements, service attitude and responsibilities and scope of responsibilities.

(3) The work flow, work regulations and reward and punishment measures of this position.

Second, the ability of employees to work.

1. Language ability of free control

Language is an important tool and way for employees to establish good relations with guests and leave a deep impression. Language is not only a tool for communication and expression, but also reflects and transmits auxiliary information such as corporate culture and employees' mental state. The use of employees' language ability is mainly reflected in the following aspects:

(1) Tone: Hotel employees should pay attention to the natural smoothness and affability when expressing, keep the expression at a constant speed, and always remain calm and polite.

(2) Grammar: Grammar should be used correctly. The key point is whether the structural collocation of sentence elements is accurate, which mainly refers to whether the collocation of sentence elements is accurate and whether the part of speech is misused.

(3) Logic: Logic is about the correct application of sentence causality and progressive relationship. This is a very important aspect of language expression, and ambiguous or wrong sentences are easily misunderstood by guests.

(4) Body language: Body language plays a very important role in expression. In interpersonal communication, body language even exceeds the importance of language itself to some extent. Hotel employees should use body language appropriately when using language to express themselves, so as to create an expression atmosphere that makes guests feel easy to accept and satisfied.

(5) Time and object of expression: employees should use appropriate and appropriate language to express according to the specific conditions such as the service required by the guests, the identity of the guests and the psychological state of the guests.

2. Firmly attract guests' communication skills

The charm of interpersonal communication is very powerful, which makes the guests deeply impressed by the employees and Dai girls. Good communication skills are an important basis for employees to achieve these goals in service.

(1) Employees should first treat the guests as "familiar strangers". Although every new guest is a stranger to the staff, treat them as old friends who have been together for a long time. In this way, hotel employees will get rid of the overly mechanical politeness and passive coping state when providing services, so that guests can feel a more natural but sincere state.

(2) Leave a good first impression on the guests: The first impression is very important for the establishment and maintenance of interpersonal communication, and the most impressive one is often the impression left by the first contact. Beautiful appearance and manners, sincere smile and meticulous manners are the keys to leaving a good first impression on guests.

(3) The establishment of interpersonal relationships should also be persistent from beginning to end. Every employee should persistently establish good interpersonal relationships with guests, and should not neglect the guests because of his temporary mistakes and thoughtlessness, thus ruining the good interpersonal relationships established by himself and other employees at other times.

3. Keen observation ability: The essence of observation ability lies in being good at thinking of the guests, putting yourself in their shoes, and delivering the service in time and properly before the guests make a sound.

Third, employees' work philosophy.

1, the concept of customer first

(1) the relationship between selection and being selected.

The market competition of modern catering industry is very fierce, and guests have many choices. Guests' choice of food is not blind and random, but has their own selection criteria. For example, whether the geographical location of the hotel is suitable, the service attitude of the hotel staff, whether the services provided by the hotel are distinctive and so on.

(2) the relationship between the guest and the host

Compared with the guests, we are the hosts, but the concept of Daimei is very abstract, so our store can't be regarded as the host. Although the operators and managers are the legal representatives, actual investors and top decision makers of Daimei, they generally do not come forward directly in the service, but are only responsible for the decision-making and handling of some major events. Therefore, in practical work, guests will regard the employees who provide services for them as their hosts.

(3) the relationship between service and service.

What the guests want to buy when they come to us is our service products. He not only compensated the cost of our service product, but also laid the foundation for our profit. And the only way for us to repay our guests is to provide them with quality and affordable service products. Guests buy our service products to meet their needs here, and this satisfaction is high demand. What guests need is high-quality, professional and standardized service. Moreover, this kind of service is provided by employees, and there are generally no guests themselves. This kind of service is the contact between people. Guests should get spiritual comfort and satisfaction while receiving the service, and feel that they are our most important and popular guests through the service.

(4) Friendship

When guests come to our restaurant for dinner, it is easy for us to impress each other and establish friendship with them through mutual understanding and cooperation and a short time. Guests are not only our consumers but also our friends. With more old and new friends, our business has a very solid foundation.

2. Treat guests' consciousness

(1) The guest is God.

Guests are God, which means that guests enjoy supreme status in our store. The times are changing, the demand of "God" is changing, and the power of "God" is getting stronger and stronger. Only on the basis of in-depth investigation and study of "God" can we deeply grasp the law of customer demand, supplemented by unique marketing strategies, attract "God" and get the opportunity to satisfy "God".

(2) The guest is always right.

In our service, we emphasize that "the guest is always right". It is emphasized that when guests misunderstand our service methods and service contents or make comments on the service of the staff, the staff should first look at the problem from the standpoint of the guests and try their best to solve the problem from the perspective of understanding and satisfying the guests. In addition, emphasizing that guests are always right mainly means that hotel staff should be tactful and artistic in dealing with problems. When the fault is really on the guest's side, or the guest really misunderstood the service of the staff, the hotel staff should maintain the self-esteem of the guest through clever handling, especially when there are other guests present, so as not to make other guests feel that a guest's judgment is wrong or unclear. Of course, if the guest has serious deviant behavior, illegal behavior or damages the interests of our store, this principle cannot be applied. This passage is taken from China Training Network, hoping to help the landlord.