The best service model for restaurants and hotels

Chapter 5 Let employees be the real masters of the enterprise (1)
Only employees who are cared and respected can bring love and respect to customers.In addition to caring for employees, how should catering and hotel companies respect employees, make employees have a sense of ownership, and how to make employees deeply feel that they are the masters of the company?
Now many business managers are saying to their employees: "You are the employees of the company and the owners of the company." But it's useless to just say it, and the employees don't feel "I am the owner of the company" from the bottom of their hearts.Let's take a look at how Haidilao makes employees feel that they are also the owners of the company.

[-]. Let everyone become a manager

"Let the waiters serve like shopkeepers." What does this sentence remind you of?As mentioned earlier, the reason why every employee of Haidilao can take the initiative and regard themselves as the master is because of the authorization of the enterprise managers——the enterprise has given them certain exemption rights.Therefore, the employees of Haidilao are not only waiters, but also people who can help customers solve problems.Let the waiters serve like shopkeepers, which means: everyone is a manager.

1.I am the manager

Everyone is a manager, that is, every employee positions himself, not only as a waiter, but also as a member of the manager.What is a manager?A manager is someone who can discover, think about, and solve problems.In other words, no matter what problems customers encounter, employees can help solve them.Waiters not only serve tea and water, but also serve and serve customers. They can also pay attention to customers' needs at any time, help customers solve some minor problems at any time, and even bring surprises and touches to customers at any time.This is the position of every employee: I am the manager.

The biggest difference between people is the difference in thinking mode.If the employees of enterprises think that they are just part-time workers, and the employees of restaurants and hotels think that they are just ordinary waiters with no power, how can they be motivated and proactive in doing work?The enthusiasm of the staff and the service of the staff will make a difference.Therefore, as a manager, you have to reflect on the system of empowering employees of an excellent company. What aspects of your company can be used as a reference, how you should mobilize the enthusiasm and initiative of your employees, and how much power you should give your employees.

2.trust means responsibility
Many bosses would tell me: "Mr. Yi, Haidilao's authorization, frankly speaking, we can't do it. We can't give employees so much power."Let’s first take a look at how Zhang Yong views this issue, that is, how Zhang Yong understands this authorization system.Many colleagues will question this system.Why do you question it?Because they will think: I give employees so much power, what if the employees take the bill?As long as people deal with money and fees, there may be some minor problems.So, once, when Zhang Yong was facing some media, the reporter asked: "Mr. Zhang, I would like to ask you a question. When you give employees so much power, what will you do if the employees pay the bill?" Zhang Yong asked back: "If I trust you so much and give you so much power, will you take the bill?" This phenomenon appears, but it is a minority after all. When people are endowed with certain powers and even trust, they tend to do things with a sense of responsibility. There are only a few people who take the bill, and I cannot make mistakes because of a few people. And to punish the vast majority."

"I can't punish the vast majority of people just because a few people make mistakes." That is to say, as long as we believe in this system and this concept is correct, we must boldly authorize and trust employees.Just because a small number of employees make mistakes, we can't do this thing, and we don't insist on it.

When Zhang Yong talked about the authorization system, he said the following three sentences.

The first sentence is: Customers are dealing with ordinary employees from the time they enter the store to when they leave the store. If they have to ask the manager to resolve any dissatisfaction, it will only push customers out.Therefore, it is possible to eliminate customer dissatisfaction to the greatest extent by delegating power to front-line employees.

The second sentence is: empowering front-line employees, employees will have a sense of ownership and a manager's mentality.This also avoids the trouble of passing messages between levels, and can solve customer problems in the shortest possible time.

The third sentence is: Haidilao delegates power to employees based on trust; once employees abuse their power, they will be fired.Employees value the company's trust.When people are trusted, they have a sense of responsibility and will consciously use their power.

In these three sentences, Zhang Yong profoundly explained "Why should I empower employees, and even give employees so much power."This reflects what he has always emphasized: employees are family members, and everyone is a manager.How to mobilize their enthusiasm comes from the authority you give him.It’s not that you tell an employee that he is a manager, he is a manager. The key is to see what rights the employee has—what rights the employee has to help him solve problems when a customer has a problem.The reason why Haidilao's employees are active, proactive, and enthusiastic is that they have power and a sense of ownership.

3.Bold authorization, full trust
Haidilao's approach is to respect employees' sense of ownership, boldly authorize, and trust "family members", so that every employee feels that he is the owner of the company.That is, it grants a lot of power to each employee.Its authorization system is as follows: front-line employees can enjoy discounts, food exchanges and even free orders (they can be cashed with business cards signed by employees), and verbal explanations are enough afterwards.This sent us a message: every employee of Haidilao not only has the right to discount, but also can change a dish, and even has the right to waive the order.

For example, when an employee heard a customer say that he had overpaid for an extra portion of beef, the waiter not only refunded it immediately, but also immediately took out a business card and wrote: Next time you have a meal, you will get an extra portion of beef.

Every employee will carry a business card with him.It can be cashed with the signature of the employees, which shows that Haidilao trusts the employees very much.Any employee can deal with customers' problems within his authority, so that the employee will feel that he is the owner of the restaurant.In addition, hygienic problems will inevitably occur in the catering industry, such as tableware and dishes not being washed clean.The best way to deal with this kind of problem is not to let the foreman or the manager solve it, but to solve it immediately by the waiter who directly contacts the customer.Sometimes, the service's sentence "I can't make the decision" is actually pushing the customer out.

Haidilao's delegation of power to employees is based on trust. Once employees abuse their power, they will be fired.Employees cherish the company's trust and consciously exercise their power.

A friend in Inner Mongolia heard me say that Haidilao is doing very well, so he came here because of the reputation. When he arrived in Beijing, he chose a Haidilao hot pot restaurant to eat.He didn't have a reservation that day either. While waiting in line, he found that he hadn't had his turn after waiting for a long time, so he was a little anxious.The waiter was very attentive, and he knew at a glance that it was his first time to come to Haidilao, so he cared and paid special attention to him.When it was my friend's turn to eat, the waiter helped him recommend some dishes that were served faster.Later, my friend told me that when he was about to pay the bill, the waiter said with a smile: "Sir, hello! It's my pleasure to serve you. Here is your change." He was very surprised.It stands to reason that all the money should be taken over, and there will be no change at all.He didn't understand until he saw the bill and gave him a discount.He was even more surprised, and said: "I am here for the first time. I am from Inner Mongolia. Why did you give me a discount?" The waiter said: "Sir, I am very happy to serve you. Although it is your first time to go Enter Haidilao, but we believe that as long as you feel good, you will definitely tell your friends. We have kept you waiting for so long, and you are here for the first time. We feel that it is not suitable, so we gave you a discount .”

At this time my friend felt very good. He always kept it in his heart and told me this story with relish: "Look at how discerning the employees are. It's my first time here, and I have waited so long. They gave me a discount, and said that if I feel good, I should tell my friends, no wonder their hot pot is so good.” Haidilao has a marketing appeal called “a good hot pot can speak for itself”.So people don't need to do marketing, because it's word of mouth.

If the company does not give employees certain powers, employees will definitely not take the initiative and will push everything to their superiors if they encounter anything; but this is not the case for Haidilao, which stems from its authorization system.

Mr. Zhang Yong said: "Behind the bold authorization is our trust in employees. Behind the trust is that they are my family. Since they are my family and my brothers and sisters, I still need to guard against them every day. Is it? Since they are my relatives, my brothers and sisters, no matter what they do, do I still need to plant an eye to stare at them? Is this still trust in relatives? So, since it is my family, I Just boldly empower them and trust them."

[-]. Clarify the authority of employees to handle autonomously
To clarify the authority that employees can handle independently is to let employees know how to deal with anything proactively.

As mentioned earlier, if you want an employee to feel that he is the master and has the mentality of a manager, he must be given certain permissions.That is to say, when he has a certain amount of power, he will know how to deal with unexpected events or questions raised by customers, instead of going to the supervisor or manager at every turn.

1.Whether ordinary employees have authority is critical

Now think about what permissions your employees have.Do you think your employees have the corresponding authority when facing customer complaints or some questions raised by customers.For example, for a dish, the customer thinks it is a bit late, so he asks your staff if he can return it for him.If your employee does not have this authority, he will definitely haggle over every detail with the customer: "Sir, our dishes have already been made, if you want to refund, we will not be able to handle it." "If you want to refund, I will be deducted from my salary." " "You can't refund now, I'll pack it for you." Your employees will always tell customers that.However, your customer may say: "I've finished eating now, I don't want to pack this dish, because I'm going to meet a client soon, or I have a meeting soon, I don't want it anymore, you refund me .” If you don’t authorize your employees, they won’t dare to return food for customers.Since he didn't dare to return the food for the customer, there would definitely be an unpleasant scene between the customer and the employee.Both customers and employees will be unhappy, and employees will not be in a good mood for a day.Losing a customer and making your employees unhappy for a day because of a small incident is not worth the effort.This shows that whether employees have authority is critical.

2.Maximize the rights and interests of employees
In fact, Haidilao employees are not the only ones who have authority. Many companies are thinking about what authority should be given to employees and how to mobilize their enthusiasm so that employees can truly feel that they are also the owners of the company.

For example, Beijing Golden Lion Hotel (hereinafter referred to as "Golden Lion") has done a good job in this regard.Mr. An Suizhou, the chairman of Golden Lion Lin, has a concept called "service plus brand equals value", so he advocates service very much and also pays great attention to brand building.So, how to reflect the value?He said, first of all, we must be able to maximize the interests of customers, and then we must also maximize the rights and interests of our employees.Although this concept is good, the key is to maximize the interests of customers and protect the interests of employees. How to achieve these two points.When Mr. An Suizhou emphasized this concept, he was not speaking empty words or slogans. He said the following about how to implement it: "If I want to implement or ensure the implementation of this management concept, I must grant employees certain powers. That is to clarify to the employee what authority he has..." Let's take a look at what authority Golden Lion has granted to the employee:
First, employees can return products with poor quality and color, damaged tableware, and dirty products to the kitchen, that is, when employees encounter these situations, they can help customers return dishes.

Second, employees can return products that customers don't like to the kitchen, that is, when customers say "this dish is not what I want to order", employees can return the dishes for customers.

Third, the staff can take the initiative to return the dish that the customer does not move, although the dish has been on the table for a long time; or the customer may have finished eating, but the dish has just been served; There is an urgent need to leave, and the dish has not been moved...then the staff can take the initiative to help the customer return it.Because this authority is stipulated for employees, employees can directly help customers deal with such matters without applying, so it will not cause complaints and complaints from customers.

Fourth, employees can present cakes and birthday noodles to birthday customers.For birthday customers, employees do not need to apply to the foreman or supervisor, but can directly provide services to customers.

(End of this chapter)