GREETING- HOST (CHO N KHCH NHN VIN L TN NH HNG )

Greetings at the front door should convey the hosts sincere and genuine interest in the guests dining experience in our restaurant. Cho n khch ca ra vo, th hin s thn thin v truyn ti s quan tm chn thnh n khch, mang li nhng tri nghim u tin cho khch trong nh hng ca chng ta. When guests come into a restaurant, they want to be greeted promptly and treated well. We need to show them that we are glad that they have joined us. How guests are treated at the front door carries over to the rest of their dining experience. Khi khch n vo mt nh hng, h mun c cho n mt cch kp thi v c tip n tt. Chng ta cn phi cho h thy rng chng ta rt vui mng khi h n vi chng ta. Khch c tip n ca ra vo v c phc v trong sut qu trnh khch thng thc m thc. PROCEDURE ( QUY TRNH N TIP )

1.

As guests enter the restaurant and approach the host station, your welcome should be pleasant, but not overkill. Khi cc khch bc vo nh hng v tip cn khu vc n tip, s cho mng ca bn nn to c thn mt, gn gi, nhng khng qu mc cn thit.

Step forward, smile, make eye contact, and welcome the guest within ten seconds. Bc v pha trc, mm ci, giao tip bng nh mt, v cho n khch trong vng mi giy

Choose words that are natural and comfortable for your greeting like Good evening, How are you tonight? Hello and welcome to SWITCH. Chn t ng t nhin v thoi mi cho li cho ca bn nh Good evening, How are you tonight? Hello and welcome to SWITCH.

2.

If you recognize a guest, call him/her by name. This is flattering and makes the guest feel special. Nu bn nhn ra mt v khch quen thuc, hy gi anh / c y bng tn. iu ny th hin s tn trng v lm cho khch cm thy c bit.

3.

Ascertain whether you have the guest on the reservation list, always informing the guest of what is the next step in the process. Xc nh cho d khch c t ch trc hay khng,bn phi lun lun thng bo cho khch bit h s lm g tip theo.

4.

Always treat guests as if they were in your own home and never assume that they know how our system works.

Lun lun i x vi khch nh th h ang c tip n trong nh ring ca bn v khng bao gi cho rng khch bit quy trnh phc v ca chng ta

GREETING- SERVER CHO N KHCH NGI PHC V Greeting guests- Server Cho n khch Ngi phc v Make every effort to greet a party within 2 minutes after they have been seated. Even if you are carrying food or drinks to another table, acknowledge the new party and assure the guests that you will return promptly. C gng ht sc cho n nhng v khch tham d ba tic trong vng 2 pht sau khi h ngi vo bn. Thm ch nu bn ang mang thc n hoc thc ung cho nhng bn khc, tha nhn s c mt ca nhng v khch mi n v m bo vi cc khch rng bn s quay tr li nhanh chhosng phc v h. As you first approach the table, think pleasant. Smile as soon and as often as you can. Your manner should be sincere and welcoming. Stand at the open position or blocking any undesirable view. Stand up straight; do not lean on the table, chairs, booths or crouch down to chair level. Have your hands in front of you or to your sides, never in pockets. However, do not introduce yourself by name, unless asked. The old Hi, my name is Joe, and Ill be your waiter tonight style of greeting sounds insincere and outdated. Instead, start with Good morning/afternoon/evening or even Hello. Use your judgment as to whether your next line is Welcome to or, if you recognize the guest, Nice to see you again, Mr. Jones and use the guests name whenever possible. Never touch the guest. Khi bn ln u tin tip cn bn n, hy ngh n s "thn thin". N 1 n ci ngay khi bn c th. Thi nn chn thnh v cho n. ng v tr khng b khut tm nhn hoc nhng v tr bn c th che i nhng im khng mong mun. ng thng, khng da vo bn, gh, gian hng hoc ci mnh ln gh. tay ca bn trc pha trc hoc song song vi c th bn, khng bao gi tay trong ti. Tuy nhin, khng gii thiu mnh bng tn, tr khi bn c hi. . Cch cho hi c l Hi, my name is Joe, and Ill be your waiter tonight ,cch cho hi ny khng th hin c s chn thnh v c s dng kh lu. Thay vo , hy bt u vi cu cho Good morning/afternoon/evening hoc l Hello. Ty theo tnh hung m bn gp, bn c th cho khch Welcome to hoc nu bn nhn ra khch , bn s ni Nice to see you again, Mr. Jones v s dng tn khch bt c khi no c th. Khng bao gi chm khch. During the first moments, it is essential that you begin to read your guests. Utilize your personality, using a smile, eye contact and proper body language. Be aware of any and all visual and verbal clues which will help to determine exactly what kind of experience the party expects. Peoples expectations vary widely, and it is our job to meet and exceed their expectations. You must ascertain what each partys expectations are to be able to successfully exceed them. For

example, businessman having lunch meeting will want to be treated differently than tourists on vacation. Trong nhng khonh khc u tin, iu cn thit l bn c th c c suy ngh ca khch hng. Tn dng nhng c tnh ca bn, th hin mt n ci, nh mt v ngn ng c th thch hp. Nhn bit c nhng manh mi thng qua s quan st v li ni s gip xc nh chnh xc nhng tri nghim m khch tham d ba tic mong i. S mong i ca khch rt khc nhau, v cng vic ca chng ta l p ng v vt qua nhng mong i ca h. Bn phi xc nh nhng g m khch tham d tic mong i c th thnh cng trong vic lm h hi lng. V d, nhng doanh nhn c cuc hp vo ba n tra s mun c phc v khc bit so vi khch du lch thun ty . Here are some factors to consider: y l mt s iu cn thit : 1. Who is the host of this party? Ai l ngi ch ca ba tic ? It is important to discover who the host of a party is. Someone may simply declare themselves to be the host. Sometimes there is no host, but rather a power person. If you cannot determine whom the host or power person is, never assume and never ask. Treat every member of the party equally. iu quan trng l bn pht hin ra ngi ch ca ba tic l ai. Mt ngi no c th tuyn b mnh l ngi ch tic. i khi khng c ngi ch tic, m l mt "ngi quan trng " no . Nu bn khng th xc nh ai l ngi ch tic hoc ngi quan trng ca ba tic l ai , khng bao gi c gi nh v khng bao gi hi khch. Hy phc v tt c cc v khch ca ba tic nh nhau. 2. Is time a consideration for the party? Thi gian dnh cho ba tic ? Are they in a rush to make dinner reservations or to see a show, or do they have the luxury of time to enjoy leisurely experience? C phi h ang vi thc hin vic t ch n ti hoc xem mt chng trnh no khng, hay h ang c thi gian rnh ri? 3. What does the party expect of you personally? Nhng ngi tham d ba tic mong i g bn ? Do they want a low profile professional food server, or do they want to joke with you and have you be part of their party? Where does that party fit in? Try to accommodate the partys expectations of you. H mun c 1 ngi phc v vi kinh nghim khng "chuyn nghip", hay h mun 1 ngi phc v thoi mi v bn c th l mt phn trong ba tic ca h? Ba tic c t chc u l ph hp? C gng lm hi lng nhng mong i cho khch ang tham d ba tic. 4. What mood is the party in? Tm trng ca khch tham d tic l g? Are they nervous, uncomfortable, or fighting with each other? Are they calm, relaxed? H c ang lo lng, kh chu, hoc ang ci v vi ai ? H c bnh tnh, thoi mi khng?