The best service model for restaurants and hotels

Chapter 8 Let employees realize their dreams (2)
This form depicts the three promotion channels of Haidilao very clearly, so that every employee knows where his next position is.So, as a manager or entrepreneur, you have to think about how your company designs career planning and promotion channels for employees?After your employee enters the company, what is his career planning, career development, and promotion channel like?Have you helped employees plan, have you let them see hope and see the future?

3.Design self-development plan for employees
Designing self-development plans for employees is to let every employee see promotion opportunities, job requirements and career planning requirements.

It is a career planning map for employees of a training institution.In training institutions, employees also have career planning, and career planning also has three channels.The first channel is the lecturer promotion channel.There are many lecturers in training institutions, some are internal training lecturers, some are salon lecturers, some are lecturers who give lectures on large courses, some are lecturers from excellent classes, and some are lecturers who give lectures on public lectures... Different lecturers have different positions.

Employee promotion channel and career planning of a training institution

If you are an employee of a training institution and you like to give lectures, we will definitely train you, but you must first start as a lecturer assistant.When you feel that you can give lectures, we will let you try to give lectures internally, and you will be a trainee lecturer first.Next, there are corporate internal training lecturers, seminar lecturers, and open class lecturers, and they will be promoted step by step.

The second channel is the career planning of the management department, also known as "career planning for administrative positions".There are also administrative positions in training institutions, such as ordinary staff, specialists, supervisors, managers, directors, vice presidents, etc. Employees can be promoted step by step.

Of course, if you are a member of the marketing team, there is also a marketing promotion channel in the training institution.You can be promoted step by step from consultant assistant, learning consultant, acting manager to marketing director.

Therefore, many training institutions will hang the banner on the wall, so that employees will know where their next position is as soon as they walk into the training institution.Lecturer's, administrative, and marketing career plans are clear to employees at a glance: I am now an ordinary salesperson in charge of marketing, and I can become a marketing consultant in the future. How long does it take to become a marketing consultant, half a year; How long does it take to be promoted to a marketing supervisor, one year; further up, you can become a marketing manager, and it takes one and a half years to be promoted to a marketing manager...so employees clearly understand where their next position is, and know the conditions that must be met for promotion , and the treatment that can be enjoyed.In this way, employees are willing to stay and are willing to be promoted step by step.

So, how do you design career plans for employees?

Managers or owners of many catering and hotel companies told me: "Mr. Yi, we can't have as many stores as Haidilao. They open some stores every year, and of course some employees will be promoted to store managers. But we may Just one store, two stores or three stores, how can there be so many management positions to promote employees?" Then I will give you two suggestions.

First, employees do not necessarily have to perform management duties, but they can enjoy corresponding treatment.The technical line and logistics line in Haidilao's promotion channel do not have management positions, but there are pacesetters and meritorious employees.After employees become meritorious employees, they can enjoy the treatment equivalent to store managers.

Second, if it is an ordinary waiter, we can also divide the waiter into several levels.Although there is only one store or two stores, you have to let the employees feel that after a few months of becoming an ordinary waiter, he can become a full-time employee, and then he can become a one-star employee...

For example, the employee promotion map of a certain company shows that a trainee employee will become a regular employee after one month, a one-star employee after two months, a two-star employee after three months, and a three-star employee after three months. Star employees... They are divided into one-star, two-star, three-star, four-star, and five-star employees, and employees with different star ratings enjoy different treatment.But how to get promoted, the company has given a time limit, and there will be some evaluation indicators at the same time.For example, to grow into a one-star or two-star employee, what knowledge does the employee need to know; in the daily service process, what assessment indicators should be given to the employee, and what knowledge should such an employee learn.In this way, the employee will know that when he is promoted to a two-star or three-star employee, there will be some assessments; Level employees will be different.This allows every employee to see hope and see the career future of growing into a five-star employee.Employees may also grow into managers if they are promoted further.

Therefore, considering each employee's position and the company's requirements for employees, it is advisable to design for the new employee what kind of employee he can grow into after 3 months; and what kind of employee he can grow into after half a year. Let him see hope .Regardless of whether it is a management line, a technical line, or a logistics line, managers must design a career planning line for employees and implement it.

4.Design dynamic growth cards for employees
Designing a dynamic growth card for employees is to design a career planning card for employees in the enterprise that is in line with their development and growth rules, so that employees can see their own progress and growth, and develop together with the enterprise.Many business managers told me: "Mr. Yi, our company is also making career plans for employees, but I always feel that this is not particularly appropriate, and our store is not particularly large, so I always feel that we can't do it in such a detailed way." In my opinion, Whether it is a small business or a large company, you can design a dynamic growth card for your employees.

What is a dynamic growth card?When a new employee enters your company, you start to make some career planning for him, and make a combination with his daily growth, let him see the bits and pieces of his growth in the company, let him see his own Progress, let him see how he and the company develop together, let him see his harvest every month.

So, what exactly does this dynamic growth card contain?It is an employee dynamic growth card I specially designed for a company two years ago.At that time, the boss of this company told me: "We also want to make career planning for employees now, but when doing career planning, we encountered a few small problems: the first is that we are doing it, but we can't refine it; the second is that We may only have one or two stores, and there are not so many jobs; the third is that our employees may change jobs during the growth process, so we are very tired now.” Later, I combined this company for The career planning designed by employees has designed a dynamic growth card for employees to ensure that no matter how long employees work in this company, at least every employee can see their own growth in the company.

A company's employee dynamic growth card
Full name
month
Training
Learning behavior
Etiquette work
performance customer
Evaluation to obtain internal/external honors (rewards)

Service/Management Self-Summary
This month's growth route/growth experience
This employee dynamic growth card includes the following items.The first item is the employee's name, and the second item is the month, that is, when did he join your company and when did you start planning for him.The third item is training and learning.Since you want your employees to see themselves grow, your company must invest in training for employees every month.Therefore, in terms of training and learning, employees should also write down what they have gained this month compared to last month. This is an improvement through learning.The fourth item of behavior etiquette is about the behavior of employees growing up in the company, including daily words and deeds.The fifth item of work performance is of course combined with the goals of the company, so many companies have assessment goals.No matter how long you have been working, the monthly growth is also related to the performance of the employees. You can also understand the details of the employees through the performance assessment, including the gains and growth of the employees.The sixth item of customer evaluation is that many catering and hotel companies pay great attention to the assessment of employees, whether it is 360-degree assessment indicators, balanced scorecard assessment indicators, or KPI assessment indicators.

Now everyone is accustomed to using KPI assessment indicators.The so-called KPI assessment indicators are key indicators.Many companies have a key indicator for employee assessment - customer evaluation, that is, let customers evaluate employees, so as to understand employee performance, service behavior and other conditions.Nowadays, when many restaurants and hotels evaluate employees, there are many ways in terms of customer evaluation. So, which methods are more suitable for your company?Some companies use a method called "customer roll call", which is a roll call service.

From a catering company called Xiyangyang in Wuxi.This catering company has a unique service method - "high-quality service roll call list", that is to say, whichever employee's service is good, customers will call his name.In each private room, each waiter's photo is hung on the wall, allowing customers to roll their names.For example, Xiao Zhang’s service is very good. As a customer, we still order him today.Different customers can name a certain waiter according to their feelings, and if they think that his service is very good, they will call him.At the end of the month, the supervisor or manager will take a look at the roll call service status of this month: Xiao Liu was called 5 times last month, and 10 times this month, which is good; Xiao Sun was called 3 times this month; I was ordered 15 times this month, which is awesome; Xiao Gao was ordered 8 times this month... As a result, the waiter who was only ordered 3 times thought, why did I only get 15 times when he was ordered 3 times.It can be seen that when supervisors or managers read this ranking, they don’t need to criticize a certain employee, and the employees themselves will reflect in their hearts: what’s wrong with me, does the service still need to be improved?Because customers must be called according to the staff's service attitude, service behavior, service method, and service carelessness.Therefore, the "high-quality service roll call list" has become a way of customer evaluation of this enterprise, and has also become a key indicator for KPI assessment of employees.Customers are the best teachers, so it is a good way to include customer evaluations in the employee dynamic growth card and let customers evaluate employees.

The seventh item is the internal/external honors obtained by employees.Many companies will carry out various activities, and will select outstanding employees during the activities, including advanced individuals and various service ambassadors.From a certain point of view, this is an honor and a spiritual reward for employees.For employees, this is also a kind of growth and harvest.This is to let employees understand that other employees did not get it, but he got it, which proves that he has performed well at work and has been affirmed by others.

Once, when I walked into the Beijing Da Yali Catering Company, I found that many waiters would hang several different small round plates on their badges. After asking, I found out that these small round plates are called badges of honor.I asked one of the waiters: "Why do you hang 4, there are so many." He told me: "Not many, the most can be 8, 4 on the bottom, 4 on the top. Honor badges are linked to bonuses. So if you hang a badge of honor, you may be awarded 50 or 80 yuan." The better you do, the more badges of honor you get.This is a kind of reward for you, which will let you see whether you are good or not.

How does the honor badge system of Beijing Dayali Catering Company motivate employees? "In order to improve the service level of each store, we have established an honor incentive mechanism. Through hard work, every employee will have the opportunity to obtain an honor badge. The honor badge is worn on the top of the left chest. In the store, we set up sales models, service models with a smile, Executing a role model makes every employee have a sense of honor." The honor types of Da Yali are divided into sales star, smiling service star, and execution star, which is equivalent to introducing various honors, thus forming a comparison in the store. Learning to catch up with the atmosphere, a good working atmosphere to learn from role models.So, what is its evaluation standard?The "Sales Star" evaluation standard of Beijing Dayali Catering Company is: when there are dishes that need to be urgently promoted in the store on the same day, the person who sells the most urgently promoted dishes can be awarded a sales star badge; A sales star badge will be awarded; the one-month wine sales champion can be awarded a sales star badge; the person with the worst sales of dishes and drinks in a week or a month will be deducted a sales star badge; If the employee did not get the sales star badge, a sales star badge will be deducted from the record.Beijing Dayali Catering Co., Ltd. motivates employees by wearing honor badges of sales star, smiling service star, and executive star, so that every employee can see what the honor in the company is.Because not all employees can wear honor badges, only when they grow up can they get the corresponding honor.

The eighth item of the employee dynamic growth card is to make a service or management summary.Whether it is an employee or a manager, they have to do a self-summary of service or management every month.That is, what is your growth experience in this month; what have you gained in this month; what aspects of you have not done well in this month and you still need to improve...

The ninth and last item of the employee dynamic growth card is the growth route of this month, that is, the growth experience.You can ask the employee to make a small plan, such as what direction he wants to improve in the next month.This not only allows employees to sum up the experience of continuous growth, but also sets a short-term goal for the future.

It can be seen that the employee dynamic growth card allows you to pay attention to the growth of employees at any time every month, every week, every day, so that every employee can see their own progress and growth, as well as their own development prospects in the enterprise.

Words from Yi Family
Managers should discover the progress and improvement points of employees at any time, and give encouragement and motivation, so that every employee can see their own growth and enhance their self-confidence.

In the above content, I focus on how to serve employees well.Only moving employees can bring moving customers, so if you want to move customers, you must first move employees.Why do Haidilao's customers line up every day?Because Haidilao gave the employees a feeling of home and the employees were moved from the bottom of their hearts, the employees passed this emotion on to the customers and created a large number of moved customers.

In fact, every enterprise can design a service plan, such as an internal employee service plan.Combining the above points, we can design an internal employee service plan in a targeted manner according to the actual situation of the restaurant and hotel company.

I designed a form called "Service Staff Improvement Measures Form" for your reference. The "Service" employee improvement measure table mainly includes three core contents.

Service Staff Improvement Measures Form

main link
current situation
Upgrade plan
Leader

时间

Internal care
respect trust
Promotion and development
Others

The first core content - internal care.Judging from the current situation, how do you care about your employees?It is said to care for employees, so how do you care, love, care, and pay attention to employees?What is the promotion plan for your service staff?
The second core content - respect and trust.Haidilao's respect and trust for employees is reflected in bold authorization, treating employees as family members; clarifying the authority of employees, so that every employee feels that he is the real master of Haidilao.How do you respect and trust your employees?What is the promotion plan for your service staff?
The third core content - promotion and development.Every employee hopes to grow and make progress in the company, so have you designed a promotion system for employees so that employees can be promoted and developed?What is the current situation?What is the promotion plan for your service staff?
Catering and hotel companies can only move customers if they take good care of their employees and move their employees first.As a manager, you can only create an efficient team of employees if you keep working hard, summarizing, caring and caring for your employees.Only an efficient staff team can create an efficient service team.Therefore, you may wish to think about internal care, respect and trust, promotion and development, and other aspects, and make a practical and efficient service plan to improve the capabilities of internal employees.

(End of this chapter)