mortal train conductor

Chapter 142 Dining Truck Service Pays Attention to On-Site Training Practice
The K18 dining car has a new waiter, Xiao Zhang.Xiao Zhang was originally a conductor of other trains. Due to the retirement of most of the dining car staff in the entire section, there was a shortage of personnel. Duan selected a group of volunteers from the conductors by combining voluntary registration and examination and evaluation. The conductors are assigned to each team after training.

Although they are all sports car occupations, daily train attendants often see the work of waiters, and they are no strangers to the work of waiters, but they specialize in art. After all, they do not actually do it. Just by looking at it, Xiao Zhang thought that the work of waiters is very simple , ran two times and made frequent mistakes at work, only to realize that the waiters in my imagination were not so easy to do.

On the first bus, on the first day of work, a passenger called and complained to Liu Qun.

The passenger complained: "When I was eating in the dining car, because the sunlight outside the car was glaring, I pulled the curtains of the dining car to eat. The waiter in the dining car came and opened the curtains and folded them. The waiter reflected, but felt that it was necessary to report the situation to the train conductor after returning to the carriage."

Liu Qun rushed to the hard sleeper compartment and communicated with the passenger face to face.

The female passenger said: "Comrade train conductor, I think that since the train has curtains, they are used to shade the sun, not to be folded and placed there to look good. If it is for the sake of beauty, it is better not to have curtains. It’s more concise and elegant.”

Liu Qun explained: "I'm very sorry. This waiter is new. He is very diligent, but he doesn't know how to serve you, so I apologize for the inconvenience caused to you. On behalf of her, I apologize to you. You are right. Curtains are for Shading, your approach is completely correct, there is nothing wrong, our waiter did not understand the purpose of service spare parts, you see, if necessary, I will ask this waiter to come over and apologize to you in person."

The female passenger said: "That's not necessary. She looks very busy, not lazy, but not very good at serving passengers. She is busy, tired, and has no effect. It is pitiful to look at her." Yes, if the train conductor has time, he can ask the teacher to take it with him, so that she will not have these problems at work.

Another point is that I personally think that when we are eating, the service staff seems to have dust falling when they tidy up the curtains, so please tell the waiter that even if you want to start work, you have to wait until the passengers have finished eating, or She said that she could say hello to me first, and I would put the food aside, and then she would adjust the curtains, and I have no objection. "

Liu Qun said with some embarrassment: "I understand the situation you reported. This is indeed a negligence in our work. This kind of behavior by that waiter is completely prohibited. Our regulations are: it must be prohibited when passengers are dining. Do work that may raise dust, such as sweeping the floor, tidying curtains, seat covers, etc.

To trouble you, what you said is negligence in our work, and it is all the responsibility of our train. "

The female passenger said: "Comrade train conductor, your attitude of admitting your mistakes is really sincere, which makes me feel respected. I have no other ideas. I just want to tell you about the situation I saw. Please manage it." Good train service work, train service work is not easy, I also understand."

After explaining the comfort to the female passenger, Liu Qun kept the incident in his heart. He didn't say anything about it when the train got off, but he had a private chat with the director of the dining car for a while after getting off the train, thinking that it was necessary to speak to her at the right time. The waiter provided hands-on training, prompting her to quickly enter her job role, and avoid prohibitive behaviors and behaviors that disgust passengers at work.

On the third bus, after the team boarded the bus, Xiao Zhang calmed down and asked the director of the dining car for advice on how to be a good waiter.The director of the dining car has deep feelings for the work of the dining car. From the setting of the dining car to the psychology of passengers, he explained all aspects of knowledge.

After Liu Qun finished the three-ride inspection, he saw that the director of the dining car was demonstrating to Xiao Zhang how to set up the table in the dining car.The director said to Liu Qun: "Liu Che, you know all about the jobs on the train, can you spare a few minutes to help me train Xiao Zhang?"

Liu Qun stopped and said, "I basically understand the dining car, but I'm still not as proficient as you, the old dining car director who has worked all his life. I can tell my experience. You talk first, and I will add on the side. I am not a It’s urgent, let’s take our time, this is not something that can be learned in a day or two.”

The director of the dining car explained to Xiao Zhang what preparations should be made before the meal.Xiao Zhang took a small notebook and carefully recorded the main points.

The director said: "Before we start the meal, we first carefully clean and wipe the tables and chairs of the restaurant, arrange the disinfected tableware, and restore and maintain the original decoration and layout of the restaurant.

Specifically, it is necessary to pull up and fold the curtains of our restaurant, spread the tablecloths uniformly, and need to place displays and seasoning utensils on the table.

Then prepare tableware and utensils, such as chopsticks, spoons, various wine glasses, snack plates, toothpicks, napkins, paper napkins, four-flavor racks, trays, rags, etc., and place them on the dining table or in the cabinet.

After these tasks are done, the waiters try their best to understand the prices, quality standards, operating characteristics, supply methods, nutritional characteristics, tastes, etc. of the meals served at the meal meeting, so as to introduce and guide the passengers who are preparing to eat. "

After the director finished speaking, he looked at Liu Qun, and Liu Qun said: "The director is right, the preparation work before the meal is very important, just like a soldier's preparation work when he is about to go to the battlefield, the preparation work at this time is very important. After the war, the victory or defeat plays a decisive role.

For example, when passengers come to the dining car to eat, they will be attracted by the clean and tidy environment of the dining car as soon as they enter the dining car, and they will have the need and desire to eat. Passengers who dine here also turn around and leave.

In my opinion, there are five general psychological needs of passengers when dining. One is the psychology of food and taste.The second is the psychology of needing fast food.The third is the psychology of food hygiene.The fourth is the psychology of needing knowledge of cooking methods.The fifth is the psychology of needing to be respected.

If we can create a good first impression on the passengers when they just enter the dining car, then the passengers will keep the inertia in the next time, so that they will recognize the catering work of our dining car, and then they will have the demand for dining . "

(End of this chapter)