The best service model for restaurants and hotels

Chapter 3 Serving customers well starts with serving employees well (2)
[-]. Extend the care for employees to their families
1.Parents are the first managers of employees

Just as Haidilao’s managers believe: Enhancing employees’ sense of family comes from treating employees as “family members” with heart, understanding employees’ work and life deeply, and keeping “family members” in their hearts.So, do you know your "family"?That is, do you know your employees?Your employees are not working well, do you know why?Do you know what the family situation of employees is like?If an employee takes time off almost every day for two months and is often late, what do you think is the core reason?If you find out through understanding that his parents or children are sick, does it mean that you understand his family and his life?Not really.

Do you know your employees' birthdays?Maybe you will say: "We celebrate employees' birthdays every month, and we also have birthday parties." Do you know when the birthdays of employees' parents are?Maybe you will nod, but I believe many people will say that this question has never been thought about.So, should you know the birthday of the employee's parents?

If tomorrow is Xiao Zhang's mother's birthday, you say to Xiao Zhang the night before: "Xiao Zhang, tomorrow is your mother's birthday, don't forget to call your mother, tell her you are safe, and wish your mother a happy birthday." What do you think? What would Xiao Zhang think?Maybe Xiao Zhang has forgotten himself when he is busy with work. He will be surprised when you remind him: "How does the manager know about my mother's birthday tomorrow? Why is he so attentive?" Then, he can't wait to hold you and cry, I thought: The manager cares about me so much that he even remembers my mother's birthday.When Xiao Zhang called his mother the next day, he might say emotionally: "Mom, today is your birthday, I wish you a happy birthday!" The mother also said emotionally: "Son, go out for two years, the first This is the first time I call my mother to wish my mother a happy birthday, you still remember my mother’s birthday.” He will say with tears in his eyes: “Mom, I always think of you outside, even though you forgot to call you on your birthday Call, but I will never forget it today. Because the manager reminded me that I must call my mother and wish her a happy birthday.” My mother will be very moved when she hears this:

"Son, since your manager knows about your mother's birthday, think about how good this company would be. Son, you must work hard."

In the case, the mother asked Xiao Zhang to work hard in this company because the mother felt that the manager paid so much attention to Xiao Zhang and knew that her birthday was not easy, so she asked the child to repay the company from the bottom of her heart.

How can I know the birthday of the employee's parents?it's actually really easy.The human resources department of each company has an employee registration form, and at most one note can be added to the form, which is to ask employees to write their parents' birthdays.The next page is a registration form for a hotel with basic information about its employees and their families.

Registration form of a hotel about the basic information of employees and their families

星座
favourite colour

Hobby
blood group

favorite animals

motto

my goal
Self-evaluation (my current work status)
Self-expectation (what kind of employee do I want to be)
Self-affirmation (my work and service strengths)

my role model
My life status (relationship or family)
family member ( ) person
In the above form, there is a column called family members, which includes the birthdays, work and contact numbers of father, mother, brothers and sisters.Now that this information has been marked on the employee registration form, aren't the employees willing to write it out?Even if some employees really don't know, as long as they ask their parents, they will know.So it's not that you can't do it, the key is whether you put your heart into it.If you don't care about your employees, how can you make your employees care about your customers?Therefore, good service should advocate heart.

This matter seems small, but it can make employees feel: you pay attention to him, and you care about him.Whether you have a dozen employees, dozens, hundreds, or even more, you can store their parents' birthdays on your phone.When the time comes, the mobile phone reminds you, and you can remind the employees.You can do this.

Caring for employees focuses on caring for their families. This is the inspiration given to me by many excellent catering and hotel companies.After you get to know the employees, you should also consciously pay attention to the details of the employees, including the employees' families, and care and pay more attention to the employees from life and work.

Here, I give you some suggestions.

First, set a family day for restaurants and hotels.At present, many restaurants and hotels have set up family members

Day, that is, a certain day of the year is used as a day for employees' family members to gather.If your hotel has a family day, great; if your hotel doesn't, think about it and set a family day.

Second, set a day for the family members of outstanding employees.For the family members of outstanding employees, a party can also be held on a certain day of the year, which is the Family Day of Excellent Employees.This measure is aimed at ordinary employees.

Third, set a day for the family members of cadres.You have considered the family members of ordinary employees, but what about cadres and managers?So you can also hold a gathering for the family members of managers on a certain day of the year, which is the Cadre Family Day.

Finally, condolences to the family.You can also think about it, for special employees, can you extend condolences to their families?For example, give red envelopes during festivals, or bring some condolences to visit the parents of employees.The special employees mentioned here refer to employees whose parents are sick, or some excellent employees, or some employees whose work has not been on track, such as some employees who are in normal working condition.You have to think about whether his poor work status has something to do with his family, and you can take the opportunity to visit his family to understand the situation.

Now, many catering and hotel companies will carry out star service activities. Do you know what the parents of "stars" look like?Regardless of whether your hotel has hundreds or thousands of employees, you should know what the parents of key employees look like.It is impossible for you to meet the parents of all employees, or even go into their homes to condolences, but you must meet the parents of outstanding employees.Because in addition to thanking the employees for their excellent work, you should also thank the parents of the employees. It is precisely because of their parents' careful training and careful care that they silently support the employees' growth step by step, so that employees can continue to contribute to your company. , Continuously create benefits for the enterprise.Therefore, you should be more grateful and caring to the parents of your employees.You must always remember one sentence: Every employee is connected to a family.For his family, you should also care for him as much as you do.

2.Excellent companies know how to care about their employees' families

(1) Qingdao Seaview Garden Hotel

Many excellent catering and hotel companies attach great importance to the care and service of their employees, such as: Qingdao Seaview Garden Hotel (hereinafter referred to as "Seaview Garden Hotel").The managers of Seaview Garden Hotel often say that Seaview is a family, and we tell employees that "there are parents in the house, and superiors in the store."Every manager of the Seaview Garden Hotel knows that success depends on the team, teamwork depends on cohesion, and cohesion depends on care.The most critical part of caring for employees is their direct superiors. For this reason, Seaview Garden Hotel has issued quantitative requirements for managers at all levels to do practical things for employees, assessing their quantitative completion every week and organizing awards.Under the quantitative assessment and encouragement of Seaview Garden Hotel, managers at all levels are doing a better job in caring for employees and doing practical things for them: when employees feel unwell, managers and supervisors will buy things to visit dormitories and at home; On his birthday, the team will celebrate him together; during Chinese New Year and holidays, in addition to the activities organized by the hotel, the team supervisor and manager will also organize subordinate employees to participate in other activities; Invite employees to have dinner or sing at restaurants outside to relieve the pressure of employees; when employees (family members) are sick but the family is in difficulty, the management staff will take the initiative to donate money and organize departments and hotels to donate together to solve the difficulties for employees.Many managers even mobilize their family members to do practical things for employees, caring and caring for employees.

On January 2010, 1, Yu Renjie, the head chef of the western food department, noticed that the employee Lin Zejun was listless. When he asked Lin Zejun if it was because he was not feeling well, Lin Zejun said that there was something wrong at home.At first, Lin Zejun didn't explain what happened at home. After Yu Renjie asked again and again, he learned that his mother was ill, and the hospital bill was still more than 13 yuan short.Yu Renjie reassured him not to worry, the hospitalization fee would be settled for him.Yu Renjie thought that he had 2000 yuan in his card, but the 3000 yuan was used to repay the mortgage, so he discussed with his wife, who said that he would help his colleagues tide over the difficulties first.When Yu Renjie went to work the next day, he took out 3000 yuan and handed it to Lin Zejun, and told him to pay his mother's hospitalization fee first, and told him to report in time if he encountered any difficulties again, and he and the hotel would do their best to help solve them.

In March 2010, the hotel learned that the mother of Yu Xiaoling, an employee of the general office, needed to be transferred to a hospital in Beijing for diagnosis and treatment due to a serious illness. The family had already spent more than 3 yuan in medical expenses for the mother's treatment, so it specially collected from the hotel's love donation box Take out 8 yuan to be subsidized.

On May 2010, 5, Xu Jianrong, director of the security department, learned that the father of Jiang Long, an employee in the department, had an accident while riding a motorcycle. Jiang Long was a new employee who had only been working in the department for 25 days, and the economy was relatively tight.So Xu Jianrong negotiated with department managers and organized department employees to donate.He himself took the lead in donating 3 yuan, and the assistant manager donated 500 yuan.He later handed over the 300 yuan donated by all the employees of the department to Jiang Long, and arranged to visit him at home the next day.After Jiang Long got home, he called back and said that his father was in the hospital for treatment, and Director Xu was relieved.

(End of this chapter)