What is the business philosophy of coffee shop? When a guest meets a waiter, the first thing he gets is not service, but a feeling, which comes from the external image of the employee. No one will feel welcome with a cold face and a beautiful welcome speech. For the first impression of the guests, we introduced the first link of smiling. This link is smile? Three elements? Expression, figure, language? The core is to make guests have a good first impression whenever they meet any employee of the hotel.
The first element is expression. Employees are required to focus on their eyes, relax facial muscles, raise their mouths and open their lips to reveal eight teeth.
The second element is body shape. Employees are required to put their heels together, keep their legs straight, hold their left hands in front of their lower abdomen with their right hands, and bow their upper bodies 30 degrees.
The third element is language. Ask employees to use honorifics naturally and kindly.
Show a smile? Three elements? To put it into practice, the first suggestion employees hear after entering the store is that people who can't smile at guests are not suitable for caring work. ? The first training lesson I received was: How to practice smiling. We made and hung four photo frames in each department, namely the portrait of Mona Lisa, the star actor and two waiters and waitresses in the hotel. At the same time, it is pointed out that Mona Lisa's smile is implicit and the star actor's smile is too cheerful. What we advocate is the bright smiles of excellent waiters around us.
We take a look at the model and learn to smile; Think carefully and practice smiling; The practice method of freezing smile in front of the mirror, as well as one-on-one, one-on-two, one-on-one practice in the whole department every morning, and the implementation of three-level reward, smile contest and other incentive means, so that the smile link can be studied every month, focused every week and practiced every day.
Smile is the most talked about, the most difficult and the most urgent problem to be solved in the catering service industry. Due to our traditional cultural habits and other reasons, a considerable number of waiters have standardized actions, but their expressions are shy and indifferent. Around the topic of smile, espresso world coffee has established a concept system with smile as the main line:
Business philosophy makes guests take away smiles.
Service concept: smiling service+standardized service+personalized service = perfect service.
Management philosophy Smile management+system management+emotion management = era management.
The code of conduct serves your friends with a smile.
Do customer service? Four natures? Espresso has served the guests. Four natures? The second link focuses on smiling. Shall we put? Personality, initiative, agility and delicacy? Decomposed into all positions in each department, not only the lobby, floor, restaurant, security and other first-line departments have four standards, but also the second-line departments such as engineering, kitchen and finance have four standards, which extend the detailed functions to every position in the restaurant.
Personalized service. This Valentine's Day, the restaurant prepared a rose and chocolate for each couple in the chain store as Valentine's Day gifts. Let the guests return with satisfaction. This special personalized service is not only a test for cafes, but also a tempering for brands.
Active service. Active service and passive service are a ruler to measure whether an employee regards a guest as a friend (God is too abstract). Yes, it's easier to help guests carry boxes, light cigarettes and hang clothes. As a manager, we should focus on activating employees' awareness of active service beyond the scope stipulated by the system. For example, calling out the names of guests' children is more cordial than remembering the names of guests; Finding the needs in the eyes of the guests is far better than the service after the guests wave.
The speed of service. The speed and efficiency of service are directly proportional to the satisfaction of guests. In the routine service, in order to order and serve food for guests in the shortest time, and deliver what guests want to them in the shortest time, restaurants should be more innovative and less rigid in improving working procedures and simplifying operating procedures. Under special circumstances, people in cafes have to break away from convention and help guests.
The nuances of service. The subtlety of service lies in careful observation and active response to the potential needs of guests. For example, in elevators, stairs, halls and other places to help the old and bring the young; Speak to remind the guests to go upstairs and meet the wet ground. These are subtle things, but they can see the big from the small, and there are extraordinary things in the ordinary.
Knowledge Extension: Coffee Culture
Coffee, a magical drink, was endowed with magical functions as early as the Arab era. With the help of coffee, people can think about problems, dream about the world and debate current affairs and politics. It is the spiritual food for thinkers and chess masters. By the way, it is in the coffee shop that Arabs hone their chess skills. When we come to the cafe, people read, chat, listen to music and play chess. In the fragrant coffee flavor, rational thoughts have inserted the wings of romantic dreams.
Europeans are also a thoughtful people, and coffee in hand has become another extreme culture. Anyone who drinks or gambles is not allowed to go outside the cafe, because people come to the cafe to promote their intellectual growth. This enthusiasm for cafes has expanded rapidly. By 1730, there are nearly 4,000 cafes in Paris, the whirlwind center of the future democratic revolution! Look at other places, such as London, Rome, Germany and Austria. People don't have time to build new cafes. More restaurants, pubs and even high-end hotels in downtown areas are directly transformed into tall baroque cafes.
Later, cafes had more functions. Tea, cocoa, alcoholic drinks, all kinds of milk snacks and even dishes are available. In some cafes, people can spend the night. They are often brightly lit until midnight, which is very lively.
In order to explore a broader social life, the high-end cafes at that time spared no expense to build a hall that could accommodate dozens or even nearly a hundred coffee tables. For a long time, it was once the earliest place in European cities and the only place where people from all walks of life could meet freely. In all kinds of people-to-people communication, the inspiration of scholars in cafes is like a spring, and the essence of human civilization slowly spreads to the whole world from this small coffee table.
The benefits of coffee to human body
1 refresh
Caffeine is highly irritating and fragrant, which can easily shield brain blood, stimulate central nervous system and promote brain activity. Clear thinking, lively and sensitive response, rich thinking ability and concentrated attention can improve work efficiency, stimulate brain and skin, promote interest, and improve judgment and memory.
2 Strong bones and muscles, good knees.
Caffeine can make muscles contract freely, increase tendon strength, lower exercise valve, increase the forest sensitivity of the body and improve exercise function.
3 appetizing staple food
Caffeine can stimulate sympathetic nerve, stimulate gastrointestinal secretion of micro-acid, promote digestion, place bloating and gastroptosis, promote gastrointestinal hormones and peristalsis hormones, thus quickly relieving constipation.
4 eliminate fat and accumulation
Caffeine can accelerate the decomposition of fat, accelerate the metabolism of the body, and help to reduce fat and weight.
Step 5: Get rid of dampness
Caffeine can promote renal function, expel excess sodium ions from the body, increase urine output and improve abdominal distension.