Coffee shop operation knowledge operation management personnel

During the operation of the cafe, the daily business revolves around people. In the process of operation, people are the core of the cafe, and people are changing everything. Today, I would like to share with you the matters related to people in the process of coffee shop operation and management:

one。 Set up a team

1. How to find the right Team Leader

It is very important to put Team Leader in the first place. If coffee shop investors can find a suitable manager in the first place when recruiting, it is very important to reach a consensus after communicating with related matters. If the manager finds it, TA will assist investors to solve many follow-up problems.

The manager of the cafe is the core figure in a team, and the vision and execution of TA affect the whole team. If the comprehensive quality of the manager is not carefully assessed when setting up the team at the initial stage, it will also bring a lot of adverse effects to the operation process and reduce team morale.

In the process of communication, the comprehensive accomplishment of managers must be tested:

a. Professional knowledge of Coffee-the basic skills of prestige

b. The style with team-the creation of team atmosphere

c. Handling of emergency matters-assessment of contingency capacity

d. Handling of store administrative work-handling of mail, use of daily office software

e. Know something about the format of the market-master the big market direction.

f. Affinity-a professional quality that is very important to shop assistants and customers

g. Execution-directly affects work efficiency

two。 How to find partners in other positions

Now the division of job responsibilities in most cafes is no longer single, and employees are no longer limited to baristas or waiters (there are also some special cases where job responsibilities are clearly defined and different situations can be treated differently). Here are some important points:

a. Differences in personality and hobbies of employees: integrate people of different personalities and members of different hobbies into the team, such as those with painting skills, musical talents, cultural works, and those who love movies and photography.

b. The growth of employees' personality space: retain the growth of employees' personality space in the team, maximize the development of employees' potential, distribute work reasonably according to employees' different personalities, and put different people on the most suitable positions. Then slowly improve what the employee lacks in other aspects.

two。 Team training

Almost after the team members have been formed, the matters involved are the relevant training, and the matters needing attention in the training are as follows:

1. How to cultivate employees' sense of service?

a. The essential factor that service industry personnel need to have-smile

Smile is the first key that has the most affinity and is easiest to close the distance between people.

b. The essential factor that service industry personnel need to have-greetings

Greeting is the second key to close the distance between people, and the crisp and soft tone is the basic skill of increasing practice (good morning, good afternoon, good afternoon, good evening, Hello.)

c. The element of service personnel-observation

Observation is the third key to close the distance between people, and it is also a key to improve customer satisfaction (constantly pay attention to customer dynamics, look at customer gestures, words, understand customer needs, and try to meet them. If it is not satisfied, we should also train the staff how to euphemistically inform the customer)

two。 How to develop the sales skills of employees?

a. Knowledge of the product

b. The collocation of drinks, desserts and meals

c. Communication skills in sales

3. How to create a team atmosphere?

a. Understand the interests of employees

b. Encourage people to share their good habits of communication.

c. Regular work summary and work plan

d. Employee growth plan (one is to let employees consciously make their own growth plan, the other is to help employees grow together)

4. How to interact with customers?

a. Ask customers about their satisfaction with consumer drinks / desserts / food

b. Learn about the coffee customers like and the cafes they like to go to.

c. Understand the customer's occupation and leisure hobbies (after understanding the customer's occupation, the topic of communication is no longer just related to coffee, understand the customer's hobbies, sometimes find resonance, will further shorten the distance between people, over time, customers will have a different sense of belonging)

d. Pay attention to the weather change (customers can give warm reminders before leaving, create a warm atmosphere between shop assistants and customers, so that other guests also have a different sense of belonging)

e. Festive greetings (traditional, western festivals) will bring some humanistic care to different guests.

5. How to standardize the production standard of drinks and meals?

a. Develop standards for all products (quantitative, fixed utensils, production process.)

b. Matters needing attention for production (decorations for drinks / meals + matters needing attention for holding cups and trays + spoons / straws / cutlery / plates for drinks and meals)

6. How to improve the professional skills of employees?

a. Arrangement of shop assistant training (understanding of coffee culture)

b. The use of professional tools (books, videos.)

three。 The housekeeping of the team

Good housekeeping can better ensure the normal operation of the cafe.

1. Handling of administrative work

Payment of rent, water and electricity expenses, personnel attendance summary, financial data processing.

two。 The cleaning plan of the storefront

Daily + weekly + monthly cleaning items, cleaning standards, cleaning process

3. Inventory of materials in the storefront

Daily + weekly + monthly, such as coffee beans, milk.

4. Fixed assets stocktaking

Every month / every quarter, different stores follow up their own situation and make arrangements.

5. Store sales report

Daily + weekly + monthly, find out whether the changes of data are affected by the weather and festivals, and get into the habit of paying attention to data.

In operation and management, people are the core factor, managers have to be busy with both things in the store and outside the store, which is a very testing process, and participating in operation and management is also the most training process.

May today's sharing bring you some help, thank you for your attention and support!