Siheyuan: Starting as a Chef Apprentice

Wang Jianye nodded slightly and asked, "Can you tell me more specifically how to be warm and considerate?" The man continued, "When customers come in, we should greet them as soon as possible, make sincere eye contact, smile naturally, and ask the number of customers. When guiding customers to their seats, we should keep our pace moderate, not too fast for customers to catch up, nor too slow to appear sluggish. When customers arrive at their seats, we should help them pull out their chairs, hand over the menu with both hands, and briefly introduce the special dishes of the day."

Wang Jianye asked again: "If the customer has special requirements for the dishes, such as not eating certain ingredients, what will you do?" The man replied: "I will listen to the customer's request patiently, and then communicate with the kitchen immediately to see if the dish can be adjusted. If there is really no way, I will sincerely explain to the customer, recommend other suitable dishes, and apologize."

Wang Jianye was quite satisfied with the applicant's answer, made a mark on the resume, and said, "OK, thank you for coming to the interview, we will inform you of the result as soon as possible."

At this time, a young candidate next to him couldn't help but whisper to his companion: "This question is quite professional. It seems that I need to prepare well." His companion nodded and responded: "Yes, it seems that this job is not that simple."

The next applicant was a young girl. She walked up to Wang Jianye and sat down nervously. Wang Jianye smiled and said, "Don't be nervous. Relax. Do you think it is important to understand Mexican culture when working in catering services in Mexico? In what aspects is it important?"

The girl took a deep breath and replied, "I think it is very important. Mexican culture is rich and diverse, like their traditional festivals. Different festivals have different food customs. If we understand this, we can provide customers with services that are more in line with their culture during the festivals. For example, on the Day of the Dead, we can set up some relevant decorations in the restaurant and introduce the food characteristics of the festival to customers, so that customers can have a more in-depth experience."

Wang Jianye asked again: "In terms of service concept, how do you think we can satisfy customers?" The girl replied: "We should always pay attention to customers' needs. We should take the initiative to find and solve problems before customers ask. For example, if the water in the customer's cup is running low, we should add water in time; if the customer's expression changes, it may be that he has opinions on the dishes, so we should take the initiative to ask." After listening, Wang Jianye also made a note on her resume and said: "Okay, you did a good job, go back and wait for notification."

After a few days of recruitment, the staff was basically determined. After the recruitment was completed, the employee training work officially started. The training location was chosen in a relatively spacious room in the hotel, which was filled with some makeshift tables and chairs, and a blackboard in front of it, on which words such as "brand culture", "service concept" and "Mexican culture" were written.

The trainer stood in front of the blackboard, clapped his hands, and signaled the new employees to be quiet. The new employees sat neatly below, each with a notebook and a pen in front of them, their eyes revealing curiosity and expectation. The trainer said: "Hello everyone, welcome to join Wang's All-inclusive Hotels. Our hotel integrates the cultures of China, France and the United States. When we come to Mexico, we must also integrate into the local culture and provide customers with a unique dining experience. This requires everyone to not only understand our hotel's original brand culture and service concept, but also have a deep understanding of Mexican culture and customer needs."

A new employee raised his hand and asked, "Trainer, can you tell us about our hotel's original brand culture?" The trainer nodded and said, "Our hotel has always been adhering to the concept of integrating multiple cultures, integrating the food and cultural characteristics of China, France and the United States into the dishes and services. For example, our dishes have both Chinese cooking techniques, French exquisite plating, and American bold style. In terms of service, we pursue thoughtfulness and meticulousness, so that customers can feel the unique charm brought by the collision of different cultures."

Another new employee asked, "What is the specific service concept?" The trainer replied, "The service concept is to be customer-centric and provide customers with high-quality and thoughtful service. From the moment customers enter the door, we must make them feel warm and caring. For example, when customers enter the door, we must take the initiative to greet them, smile and say hello, ask the number of people and guide them to their seats. When ordering dishes, we must patiently answer customers' questions about the dishes and recommend suitable dishes according to their tastes. During the meal, we must always pay attention to customers' needs and provide services in a timely manner. After the customers finish their meal, we must ask for their opinions and suggestions so that we can continue to improve."

Then, the trainer began to explain the dishes in detail. "We have dishes that combine multiple cultural characteristics, such as 'Mexican-Chinese Salad', which combines Mexican avocado and Chinese salad, with a refreshing taste and rich nutrition. There is also 'Tequila Flavored Steak', which is based on the traditional American steak, with Mexican tequila and chili peppers, so that the steak has both the mellow aroma of tequila and the unique spicy taste of chili peppers. Everyone should understand the ingredients, taste and characteristics of each dish, so that you can accurately introduce it to customers." The trainer picked up a menu and showed it to everyone.

After explaining the dishes, the trainer entered the service process training session. The trainer said, "Now, I will simulate a customer dining scene, everyone watch carefully." The trainer walked to the door, pretending that a customer came in, and immediately showed a warm smile on his face, and said in a loud voice, "Welcome to Wang's All Series Restaurant, how many people are dining?"

Then, the trainer guided the imaginary customer to the seat and said, "Please take a seat here." Then, he picked up the menu from the table, handed it to the imaginary customer with both hands, and said, "This is our menu. Take a look at what you would like to eat. Today we have a special 'Mexican-style salad', which has a refreshing taste and is very popular."

After the demonstration, the trainer said to the new employees: "Did you see it clearly? When customers come in, you should greet them warmly, guide them to their seats, and hand them the menu in time. When handing over the menu, you should hold it with both hands and briefly introduce the special dishes. Now, you can practice it."

A new employee stood up and walked to the door, preparing to simulate guiding customers to their seats. His smile was a little stiff, and his movements were a little stiff. When guiding customers to their seats, his hand movements were unnatural, and he didn't speak. The trainer stepped forward and corrected him: "Your movements should be natural and smooth, and you should smile so that customers can feel your enthusiasm. Like this,"

The trainer demonstrated again, "Welcome, please take a seat here. When you speak, your tone should be friendly and natural, and your voice should be loud but not harsh. Do it again." The new employee followed the trainer's instructions and did it again. This time his smile was more natural and his movements were much smoother. The trainer nodded and said, "Yes, that's it. Practice a few more times until you are proficient in it."

Another new employee just put the menu on the table without any communication. The trainer saw this and said, "When handing a menu, you should hand it to the customer with both hands and say, 'Here is our menu. Take a look at what you would like to eat. Today's specials are...'

In this way, customers will feel your respect and professionalism. Come, try again." The new employee did as he was told, and the trainer instructed on the side: "Well, this time it's much better, but the smile can be brighter. In catering services, smiles are very important and can make customers happy." Under the guidance of the trainer, the new employees carried out practical operations one by one, constantly practicing each link in the service process. Some new employees were a little flustered when guiding customers to their seats, so the trainer reminded them: "Keep your steps steady, don't be anxious, and give customers a sense of calm and reliability. When walking, keep your head up and your chest out, and show a good mental outlook." Some new employees spoke too softly when communicating with customers, so the trainer said: "The voice should be loud and clear so that customers can hear what you say clearly. But you should also pay attention to the occasion and not be too loud so as not to affect other customers."

The trainer also emphasized etiquette. "During the service process, you should pay attention to your standing, sitting and walking posture. Stand upright, with your feet slightly apart, your hands hanging naturally or placed in front of you, your chest and head held high, and don't bend or hunch over. Sit elegantly, sit two-thirds of the way up the chair, keep your back straight, and don't cross your legs. Walk lightly and steadily, with a moderate pace, and don't drag your feet." The trainer said while demonstrating the correct posture. The new employees studied carefully and adjusted their postures one after another.

A new employee asked the trainer: "Trainer, if a customer calls us during a meal, how should we respond?" The trainer replied: "When you hear a customer calling you, you should immediately respond with 'Hello, how can I help you?' When responding, your voice should be clear and enthusiastic. At the same time, you should immediately put down what you are doing, quickly walk over to the customer, and ask about their specific needs. If the matter at hand is urgent, you should also tell the customer first, 'Please wait a moment, I will be right there', and rush to the customer as soon as possible after handling the matter."

The trainer continued, "Also, after the customer has finished eating, we need to clean the table in time and ask the customer if they are satisfied. If the customer has any comments or suggestions, we need to record them carefully and give feedback to our superiors. For example, if a customer says that the dish is too salty, we need to record it and inform the kitchen so that they can make adjustments in the subsequent production."

At this time, a new employee raised his hand and said, "Trainer, if a customer is not satisfied with our service and gets angry, what should we do?" The trainer thought for a moment and replied, "First, stay calm and don't get into a conflict with the customer. Sincerely apologize to the customer and say, 'I'm very sorry for the bad experience you had.

Can you tell me what they are dissatisfied with? 'Listen patiently to the customer's complaint, and when the customer calms down a little, propose a solution. If it is a problem with our service, promise to correct it immediately; if it is a problem with the food, see if you can remake it for the customer or give some compensation. After handling it, apologize to the customer again and thank the customer for the feedback. "

As the training progressed, the new employees gradually became familiar with the service process and etiquette standards, and their movements became more and more proficient. The trainer looked at the new employees who were practicing seriously and said, "Everyone performed well today. Catering service is a meticulous job that requires continuous practice and accumulation of experience.

In the following training, we will conduct more simulation exercises and practical operations. We hope that everyone can master it as soon as possible and greet customers in the best condition. "

The new employees nodded and said they would study hard.

……

After countless days and nights of careful preparation, the Mexico City branch of Wang's Hotels finally welcomed the momentous day of its opening.

On the opening day, the sun was shining softly on the streets of Mexico City. At the entrance of the store, the flags of China, France, the United States and Mexico were neatly arranged, swaying gently in the breeze, making a subtle "rustling" sound. The bright colors of the flags and the balloons decorated outside the store set off each other, attracting the attention of many passers-by. Some of them slowed down their pace, and some simply stopped their bicycles, curiously looking at this restaurant that was about to open.

Wang Jianye, wearing a neat dark suit and a brightly colored tie, stood at the door of the store in high spirits. His eyes were determined, his face was filled with a warm and confident smile, and he was always ready to welcome people from all walks of life and local residents who came to congratulate him.

An old man in traditional Mexican clothing walked steadily towards the restaurant. Wang Jianye stepped forward, took the initiative to extend his hand, and said in a loud voice: "Welcome to the Mexico City branch of Wang's All-in-One Restaurant. I hope this will bring you a different food experience." The old man shook Wang Jianye's hand, nodded slightly, and his eyes revealed expectation: "I have heard that this restaurant has been in preparation for a long time and integrates the characteristics of many countries. I am looking forward to it." Wang Jianye smiled and responded: "Please give me more valuable suggestions. I hope I can satisfy you."

At this time, a young lady in fashionable clothes passed by and was attracted by the bustle at the door of the store. She looked at Wang Jianye and asked, "What's so special about this restaurant?" Wang Jianye patiently introduced, "Our restaurant integrates the culture and food characteristics of China, France, the United States and Mexico. When you enter, you can feel the unique atmosphere and taste novel dishes." After hearing this, the lady showed an interested expression and said, "It sounds interesting. I must come and try it some other day."

As time went by, more and more people came to congratulate him. A local businessman stepped forward, patted Wang Jianye on the shoulder, and said, "Boss Wang, congratulations on your opening! I hope your restaurant can make a name for itself in Mexico City and bring new vitality to our catering market." Wang Jianye quickly thanked him, "Thank you for your good words, we will do our best." A young man holding a camera next to him said to himself while taking pictures, "This restaurant seems to have a story, I have to record it."

The decoration style of the restaurant is unique, ingeniously integrating elements from China, France, the United States and Mexico. On the walls, Chinese ink paintings are profound, French oil paintings are colorful, and Mexican-style colorful murals are passionate and unrestrained. They are arranged in a staggered manner, creating a unique artistic atmosphere. The design of the tables and chairs is even more ingenious, with both the ancient charm of Chinese style and the simple lines of American style, and matched with the colorful cushions with Mexican characteristics, which makes people shine. As soon as customers enter the restaurant, they are attracted by this unique decoration style and stop to look around. (End of this chapter)