The best service model for restaurants and hotels

Chapter 6 Let employees be the real masters of the enterprise (2)
Fifth, employees can give ginger soup to customers when they have a cold, and hangover tea to customers who drink too much.This is the authority granted by Golden Lion to employees when facing special customers.What is a special customer?The old, the young, the sick, the disabled and pregnant.Regular customers, including old customers, frequent customers or VIP customers.A new customer is a customer who comes for the first time.There are also sick customers, disabled customers, pregnant customers, etc.These customers are collectively referred to as special customers.At this point, you may wish to think about it, what authority do you give employees when facing special customers in the hotel?In other words, what powers and permissions have you given to employees so that employees can make decisions without applying to their supervisors?

Sixth, employees can be exempted from overpayments and wrong accounts.

These six items are the authority granted by Golden Lion to employees in order to implement Mr. An Suizhou's ideas.If you are a catering and hotel company, you can do these six permissions [-]%, but the key is whether you have given employees such permissions.

It is precisely because of such sufficient authorization that the employees of Golden Lion can make decisions and respond freely at the first time, so that the differentiated needs of customers can be fully satisfied.This has finally implemented the service and management philosophy of Golden Lion: maximizing the interests of customers and maximizing the rights and interests of employees.Therefore, if you want to implement this concept, or want to surprise or move your customers, and let your employees actively and enthusiastically serve customers, you must give your employees certain authority.

Clarifying the authority that employees can handle independently does not mean that employees can give discounts or gifts to customers at every turn, like Haidilao.No one asks you to give employees such great power, but I believe you can still do it similar to the six powers stipulated by Golden Lion.For example, for special customers of the hotel, you can specify some permissions for employees.In this way, employees can take the initiative and even help customers solve some problems at any time.

3.Provide employees with the right to personalize customer service

Enterprises should create conditions for employees to provide personalized services, such as treasure chest services.Nowadays, many hotels are advocating personalized service. However, when employees provide personalized service to customers, such as customers with uncomfortable throat, where does the golden throat lozenge come from?If the customer's hand is accidentally scratched, where does the band-aid come from?Is it possible to let employees go outside to buy?unrealistic.If there are no Band-Aids or Golden Throat Lozenges, how can employees be proactively provided with good personalized services to customers at any time?Therefore, the key to making employees do a good job in personalized service lies in what conditions you provide employees, that is, what permissions you give him.

I once went to the Zhonghao Hotel in Jinan, Shandong to help them make an unannounced visit.This is a 2 star hotel.Frankly speaking, I personally think that its service is still very good, including the hotel's equipment, facilities, and the attentiveness of the staff.On the first day, I basically ate in the cafeteria on the first floor.After a day of self-service, I wanted to go to the private room on the second floor for a change of taste the next day, so I called the waiter at night and said, "Waiter, is it convenient to book a small private room on the second floor at noon tomorrow?" The waiter said enthusiastically "Sir, how do I call you?" I said, "My surname is Yi." "Mr. Yi, I am very happy to serve you. How many are you?" I said, "Just one for now." The waiter smiled and said: " Mr. Yi, how do you enter the private room?" It means that it seems a little inappropriate for you to enter the private room.Since I am doing an unannounced visit for Zhonghao Hotel, of course I will deliberately make some special requests.I said: "If you can arrange it for me, I can bring one more. Do you think it's okay?" The waiter said enthusiastically: "Mr. Yi, wait a minute." I knew she must be applying, by the way arrange it.In less than 12 minutes, a call came, and she said: "Mr. Yi, I have arranged for you, around [-] noon, welcome to come." I said: "Thank you, thank you!"

The next day, I called Mr. Wu from another local hotel, told him that I was making an unannounced visit, and invited him to come to Zhonghao Hotel for dinner and exchange ideas by the way.Mr. Wu happily agreed.At around 11:[-] noon, we came to the reserved private room on the second floor.

As soon as we sat down, we began to observe each waiter and found that the waiters were really enthusiastic, not only always smiling, but also took the initiative to order for us.After ordering and the waiter went out, I said, "Mr. Wu, when the waiter serves the first cold dish later, you deliberately said that your throat is uncomfortable and your hand is broken. Let's see how the waiter behaves." As soon as Mr. Zong knew it well, he immediately said: "Mr. Yi, it's okay, let's watch my performance." As soon as he finished speaking, the waiter brought the first cold dish.I made a gesture and said, "Are you okay, Mr. Wu?" "I've been on the construction site for the past two days, and my throat is a little angry. Look at my hand, it's still open." "Mr. Wu, you At such an advanced age, take care of your health and don’t work too hard." We sang and chorused like acting, and the waiter gave us a knowing smile, nodded, and went out.

In less than 2 minutes, the waiter knocked lightly on the door and came in, said with a smile: "Dear Mr. Wu, hello, just now I learned that your throat is not comfortable, I specially prepared a box of Golden Throat Lozenges for you, and specially Let the chef prepare a glass of snow congealed juice for you, I believe it will protect your throat. Mr. Wu, take it slowly and wish you a speedy recovery!" Upon hearing this, Mr. Wu said excitedly, "Thank you! "The waiter immediately said: "Mr. Wu, you are welcome, this is what we should do, thank you!" After the waiter went out, Mr. Wu was still very excited at that time, and said: "Mr. Yi, it's really good, this hotel That's great." I said, "Mr. Wu, and your hand, just now you said that your hand was broken." Mr. Wu said, "Yes, yes, I opened my mouth." As soon as he finished speaking, the waiter came in again He said: "Hello, Mr. Wu, I just now knew that your hands are open, and I specially prepared a box of hand cream for you, do you need me to wipe it for you?" "No, no, thank you, your service is very good , thank you!" At this time, Mr. Wu became even more excited: "In Jinan, why didn't I find such a good hotel? It's really good." I smiled and said to Mr. Wu: "Do you think this is really the best service? You often go to high-end hotels, and you are still the owner of high-end hotels. Frankly speaking, as long as the four-star and five-star hotels pursue personalized services, as long as we require employees to serve attentively, as long as employees pay attention to customers, what you just said The staff will pay attention to your mouth and throat, and of course we will provide you with similar services.” Upon hearing this, Mr. Wu asked, “Mr. Yi, what good ideas do you have?” I said, “Mr. Wu, that’s it. In fact, whether it is a four-star, five-star hotel, or a high-end restaurant, everyone is advocating and pursuing personalized service, and they are also asking employees to do a good job in personalized service. But just now, did you notice that the waiter brought a golden throat lozenge 3. The speed of hand cream is very fast, that is, about two to three minutes. Where do they come from? How can it be so fast? Many hotels also require employees to have a golden throat throat if the customer has a bad throat. Band-aids are required, and Sanjiuweitai is required to see customers’ stomach discomfort, etc. Everyone will think of this kind of service, but the key is where these items come from. If an employee applies to the foreman, supervisor or manager, for example:' Manager, there is a customer in private room A with a very uncomfortable throat. Don’t we advocate providing personalized services? Don’t we have golden throat lozenges? Do you think we should provide him with a box or take a slice?’Apply left, apply right, estimated 10 Minutes have passed, but they brought it in two to three minutes. It is even more impossible for them to go out and buy it, and it will take a lot of time." Mr. Wu nodded upon hearing this.I said: "Let's not drink any wine today, let's chat for a while, and go out to spy on secrets later." In about an hour, we finished our meal.

Opening the door of the private room, we were about to go out when we saw the waiter just now, and I said, "Waiter, where did you get the golden throat lozenge and hand cream just now?" The waiter smiled knowingly and said, "Mr. Yi , you come with me." Sure enough, at the door of the private room, he pointed with his finger, and I saw "Your needs-treasure box".

The personalized service provided by Zhonghao Hotel to customers——Zhonghao Treasure Box

It turned out that the hotel provided customers with a treasure chest.When I opened the treasure chest, I felt a bright light in my eyes, and I suddenly understood why the waiter quickly entered the private room with a golden voice and hand cream, and why he could provide us with such a good service.It turns out that Zhonghao Treasure Box has prepared some commonly used and urgently used items for customers.For example, soaps, calculators, commonly used medicines, including Golden Throat, Sanjiuweitai, and some commonly used medicines for colds and colds, as well as other daily necessities such as toilet water, gel water, shoe polishers, nail clippers, and sewing kits.It can be seen that the secret of Zhonghao Hotel's ability to provide customers with personalized services lies in the Zhonghao treasure chest.

Catering and hotel companies are asking their employees to provide personalized services. Many companies and employees are very attentive, but the key lies in what conditions the company provides for its employees to provide personalized services to customers.That is to say, when an employee wants to provide service to a customer, what conditions does he have to serve the customer.Do you have similar treasure chests in your hotel, and are there similar items in the treasure chests, so that your employees can provide services to customers in the first time?

Therefore, my suggestion to you is: while advocating personalized service, you must provide employees with the conditions to serve customers.This is the same reason as "clearing the authority of employees to handle autonomously" mentioned above.Therefore, similar treasure chest services can also be considered in your hotel.

Many friends will have such questions: "This treasure chest is very good, but how should I use it?" I am a consultant for a hotel in Beijing, and I told the hotel's president Song: "I think we should put a treasure chest in our restaurant. Treasure Box, because I think the Treasure Box service should be very practical for our mid-to-high-end hotel.” As soon as I introduced the situation, Mr. Song adopted it.In less than two weeks, when I went to their hotel again, I found that they really set up a treasure chest.Later, I said to Mr. Song: "It doesn't mean that putting a box is a treasure chest service, but the following three points must be done to see the effect." Mr. Song nodded, so I provided him with three operational suggestions , I believe it is also useful to you.

First, what items should be placed in the box.You might as well gather your managers, including some old employees, to discuss and think about it: what are the needs of customers and what items are urgently needed by customers.In this way, in addition to some urgently needed items to provide services to customers, the items in the box also include items that can create surprises and touches.

Second, cultivate the observation ability of employees, pay close attention to customers, and think about what Treasure Box can do for customers.Employees should pay attention to customers at all times. When customers have a certain need or a certain problem needs to be solved, they should consider whether the treasure box can create surprises for customers.For example, when a customer says that the glasses are a little dirty, employees should think about whether the treasure box can provide glasses cloth for the customer; When a customer says that the leather shoes are dirty, the employee should think about whether there is a shoe polisher and shoe polish in the treasure box for the customer; when a beautiful lady accidentally scratches the stocking, the employee should think about whether there is a spare stocking in the treasure chest It can be provided to customers... Therefore, while cultivating employees to pay attention to customer needs, the hotel should think about what the treasure box can provide customers, and whether it can create surprises for customers.

Third, the treasure chest must be opened by employees to create surprises for customers.Think about it, who should open the treasure chest, customers or employees?I remember that when I mentioned this issue in my lectures, some people said that customers can open it by themselves, and employees can also open it, but I suggest that employees must open it themselves, not customers.Why?For example, a customer had a broken hand, and then the customer asked the waiter: "My hand is broken, do we have a Band-Aid here?" At this time, the waiter was busy, so he said, "Sir, there is a treasure chest next to you, go open it, and there is a treasure chest in it. There are Band-Aids, you can take them yourself.” Then the customer walked towards the location pointed by the waiter, opened the treasure chest, and saw the Band-Aids, but is there any surprise for the customer?It is impossible for him to be surprised and moved.Another situation is that the customer opens the treasure chest and takes away some of the items inside.Therefore, the treasure chest is not opened by customers, but by employees.By observing and paying attention to customers, waiters understand the needs of customers, and then open the treasure chest in time to provide customers with corresponding services, thereby creating surprises for customers.

Generally speaking, not all companies can boldly empower employees and let them be the real masters. Many hotel or restaurant owners also think that they cannot do it, so the above methods can be used for reference.We must pay attention to the following two points: first, if we want employees to take the initiative and enthusiasm, we must clarify the authority of employees, that is, their responsibilities; Give employees certain powers when serving.

Words from Yi Family
Give employees certain responsibilities and powers, and let them realize that they are also a member of the managers, so as to better exert their enthusiasm, initiative and creativity. While employees create value, the hotel or restaurant can win the maximum benefit.

(End of this chapter)