Management and service management of cafes

1. Determine reasonable business hours

Business hours are determined according to the consumption habits of the region, the deployment of manpower, peak (trough) time, passenger flow, passenger volume and key business hours, turnover and time, etc., and must be grasped as a whole, and then after a period of operation, find out the most reasonable and suitable business hours. In this way, it will not waste manpower, wages, electricity, electricity, etc., so that the entire business hours can be productive and have business income.

Generally speaking, the business hours of most stores are scheduled from ll in the morning to 10:00 in the evening, with a flexibility of one hour to prepare and clean up. If you are open in a residential or business district, you can consider opening ahead of time. Starting from 7 o'clock in the morning, you can absorb some breakfast guests, whether take out or eat directly. If you are open in a leisure and recreation area, you can extend your business until 12:00, or even 2: 3 a.m., as long as you feel physically strong and profitable, your income and expenditure can reach your ideal goal. Can also serve customers and so on. You can set long business hours.

When you determine the business hours, you should observe the time to open and close the shop. Do not let the guests wait, go home in vain, be disappointed, or feel rushed. Be sure to fully serve the customers within the appropriate time. And adjust the business hours appropriately according to the region and different types of stores. It can even be open 24 hours a day, as long as there are customers, money, ability, manpower, and free arrangement of time.

Second, provide high-quality service

The services here include the services provided by the shop assistant and the decoration design, bar display and store lighting of the shop.

(1) the quality of the shop assistant

Cafe service staff should dress neatly and uniformly, as well as appearance, appearance, hairstyle and so on. To deal with people, we should have elegant posture, understand the most basic etiquette, provide smile service, and have the ability to have flexible dialogue. At the same time, the most important point, as the service staff of a very professional shop such as a coffee shop, must have a wealth of coffee expertise in order to achieve in the service process. The connoisseur can know what he is talking about and the intention he wants to express, while customers who are not familiar with coffee can put forward some appropriate suggestions and brief introductions in time. All of these can invisibly bring customers closer to the cafe. Let people have a kind of cordial feeling, to attract repeat customers to carry out a good groundwork.

The improvement of the overall quality of shop assistants is not ready-made or easy, which requires short-term and rigorous training of the people recruited before opening the store. hire professional etiquette teachers and baristas to guide 'preferably an examination at the end of the street training. Those who are qualified will take up the post. To ensure the quality of service.

(2) effect of paving

The effect of the store is also an embodiment of the quality of service. Its quality directly reflects the taste and service attitude of the store, just like a person's appearance and appearance. A well-dressed, elegant and generous person is more likely to be close and recognized than a dishevelled person. These should not only be reflected in the appearance of the shop, but also reflected in the interior decoration design, to avoid giving people a feeling of money and money. Preferably according to the characteristics of modern people. It is not only simple and clear, but also warm and comfortable. If you don't have the expertise in this field, you'd better hire a designer. To ensure that the business competition process will not be lost in the "face".

In order to achieve a few points at the same time, but also to be able to think what customers think, to provide some customers in the coffee or in the process of tasting coffee may put forward some other service requirements. Accordingly, the corresponding convenient conditions and initial service facilities are provided. For example, some books, newspapers, magazines, etc., which can be used for reading and recreation, can set up several bookshelves and put them in an appropriate position to produce cattle in the minds of customers. A 100% feeling.

In a word, the service capacity of the cafe must be a comprehensive activity of the whole store made by many factors, such as service personnel, decoration facilities, convenience, poop equipment and so on. In other words, the basic prerequisites for the success of a cafe are good geographical location, high-quality coffee and quality service. Only by organically combining these three aspects and making effective use and cooperation can we lay a good foundation. At the same time, it is also necessary to collect relevant intelligence at the time of operation, such as the price difference of coffee, the quality of coffee, the competition among the same industry in the market, and the changes in consumer demand, which should be grasped in a timely manner. as a basis for reference and decision-making in the business process of Milai, so that in the ever-changing process of market competition, towels can be flexible and prepare in advance.

III. Complete service process and service rules

Cafes belong to the service industry, and the service industry is a people-oriented industry. except for the boss himself, all the staff are professionally trained. A well-trained employee is like a good product in the store. Will be favored by customers. If untrained employees stand on the front line of service, they don't know anything about customer inquiries. Then the customer will lose confidence in the bottom. Affect the business of the store, so the new store; at least 3 days of trial sale for actual on-site training.

(1) basic service process

Kindness and sincerity is the basic concept of catering staff. the following is the basic service process of service personnel.

1. Pre-business preparation work

(1) Clean the internal and external venues.

(2) arrange the reservation table.

(3) tidying up Quanli furnishings.

(4) clean the bar and prepare drinks.

(5) clean the counter and check the change invoice.

(6) check lighting, sound and ventilation equipment.

two。 Guide guests and arrange guests to be seated

(1) Welcome: smile and say welcome or hello. Regular customers call themselves by your last name.

(2) question: how many people do you have, please? I'll arrange seats for you right away.

(3) full: just a moment, please. We'll arrange it for you as soon as a seat is available.

(4) lead: hold out your hand in the "please" posture, pay attention to the steps, please be careful, choose the appropriate position.

(5) instruct the table: smile, stretch and point to the table.

(6) seating: help the guest gently pull out the sperm and help adjust the sitting posture. Ladies and the elderly are preferred.

3. Service water and paper towels (some stores will omit this service)

(1) check whether the water cup is clean and if the water temperature is too high, ice should be put in.

(2) & # 39; pour water: stand in front of the guest's right. Do not touch the edge of the cup, add it to 8 points and say sorry.

(3) add water: pay attention to the amount of water in the guest's cup and add water when it is less than five minutes full.

4. Order coffee

(1) Coffee list: give the coffee list to each guest or the elderly.

(2) ask: give priority to ladies and elders, take the initiative to sell and ask customers what they want.

(3) fill in the coffee list: fill in the coffee list in turn, one cashier, two bars or kitchen, and three pairs on the table.

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(4) repeat. Now I'll repeat it for you. If there are any mistakes in hard work, you can correct them immediately.

(5) delivery order: separate drinks and meals and send them to the bar and kitchen respectively.

5. Serve coffee

(1) check: confirm whether the coffee on the table matches the table number, and then ask which guest ordered it.

(2) check: check to see if all the coffee on the coffee list has been served.

6. Sprinkle the cutlery (ask the guest if they still need it, say I'll help you clean up the table and take away the plate)

8 see the guest off (stand at the exit, bow, smile, say thank you for coming, please be handsome, welcome to be happy again

9. Clean up the cutlery (put the cocoons in the middle, put the light ones on the side, put them separately according to the type and wash them.

10. Nuclear test table. Take in the seat and reset the table.

11. All the work of closing the shop

(l) cleaning: pick up the chair, clean it carefully and mop the floor with detergent.

(2) the packing section puts people in the refrigerator: all raw materials that need to be refrigerated, things that are afraid of insect bites and bad things.

(3) garbage packing at a fixed point: collect the garbage cans everywhere and deal with them centrally.

(4) turn off the gas: be sure to turn it off and check the pipeline for holes, damage, etc.

(5) take inventory of all materials: check all kinds of raw materials to prepare for business needs and inventory the next day.

(6) closing and bookkeeping: record the details and calculate in detail, and check whether all the documents are correct.

(7) Clean kitchens and toilets: clean, scrub, remove parking, remove tools, clean and keep clean.

(8) spraying insect repellent: spray regularly in all dark, damp, electric camp, crevice, disinfestation, insect, etc.

(9) turn off all power supplies: make sure to check the switches everywhere, especially air conditioners, lights, electrical appliances, etc.

(10) check doors and windows, anti-theft facilities: make sure to close and lock, start the security facilities.

(2) Code of practice for outfield staff

1. Maintain good dress and appearance.

two。 Study carefully and be familiar with the coffee list.

3. Identify all cutlery unit cracks, gaps and 1 breakage.

4. Greet customers with a smile.

5. Do not turn your back to the guest when serving.

6. All drinks and meals are served on the right.

7. Replace used ashtrays.

8. Chat with customers only if the service is not affected.

9. Try your best to avoid doing cleaning work in advance of customers' business.

10. Don't touch any food with your hands.

11. The service desk or table can be activated only after the guest has left.

twelve。 Do not send a coffee list until the guest agrees.

(3) clothing and appearance of service personnel

Neat, clean, relaxed, comfortable, comfortable, is the best clothing performance, clean, bright, pleasing to the eye, lovely is the best appearance image. Because it is a service industry, which is to be direct to customers, kindness and smile are very important requirements.

Each store has different standards for grooming, as long as it maintains an elegant, neat and clean appearance, plus clean hair, nails and teeth. Approved. If you keep a certain level and standard, you will naturally be able to establish the overall image of each family.

The clothes and appearance of the waiter are the facade of every store. The impression on the guests is also the most direct feeling. So when you order a uniform, you'd better ask a professional company to design it for you. The package refers to the knowledge of color matching, form, length, pattern and so on. Then according to the grade and budget of the store, select the most suitable materials and workmanship. It can make our store have the effect of adding points and increasing color.

1. The dress code

(1) Director: black suit, tie, leather shoes, white shirt.

(2) Chef: White overalls, work caps, aprons, thick black leather shoes.

(3) male waiters: black trousers, collar spinning, vest, leather shoes, white shirt.

(4) waitress: dark color narrow skirt, vest, red tie, white shirt.

two。 Grooming rules

(1) Men should not grow beards, have clean appearance and do not smoke in the workplace.

(2) Women can wear light makeup, bangs are combed back, and long hair needs to be tied up. Keep it clean.

(3) do not wear exaggerated rings, rings or ornaments that hinder work.

(4) uniforms should be kept clean.

3. Personal hygiene and work regulations

(1) avoid combing your hair, picking your nose and picking your ears in the workplace.

(2) do not talk to the food. Spitting. Don't touch the food.

(3) keep grooming and grooming. With a smile, use appropriate body language with spoken English (this way, please take your time) to guide the guests.

(4) form the habit of washing hands, such as before work, after convenience, after smoking, before preparing food, and after coughing and sneezing.

(5) employees should abide by the relevant regulations of the company, and if they have bad behaviors such as theft, alcoholism, fighting and so on, they should deal with them accordingly.