I am a waiter in a restaurant. When the guests came to dinner and looked at the menu, they all said that they were not delicious and had to leave. How should I deal with it?

The cash register should have the function of daily settlement, and the customer's signature and the manager's signature are required for changing and returning bills.

And it's best to use two cash registers, one at the bar and one in the kitchen. The kitchen must look at the computer printed list before serving.

I have to settle the account once every night, when something goes wrong. Compare kitchen and bar files. The wine management of catering is a big problem, and the manager of catering department should study and pay attention to this project in his busy schedule. Large and medium-sized hotels should set up beverage departments, and large Chinese and western restaurants should also set up bars. Temporary bars can be set up for high-end small banquets. In case of large banquets, buffets and cold meals, 1-2 temporary bar can be set in the lobby. These temporary bars, large and small, should be properly served before meals, so that guests can drink conveniently and practically. If it is not used up, you can use it up. Another great advantage of setting up a beverage department is that it can be purchased in large quantities, and the larger the batch of wine, the lower the cost. In the use process, it can also be arranged as a whole to avoid waste. For example, red wine can be used in banquet halls, Chinese restaurants and western restaurants. In terms of labor deployment, the manager of the wine department can also flexibly arrange subordinate waiters to sell drinks in various restaurants according to their priorities, especially to avoid the waste of staff caused by the sluggish business of the bar before 9 pm, and concentrate these staff to serve the banquet peak period from 5 pm to 8: 30 pm. From the management point of view, there are also benefits, such as strengthening the control of banquet drinks. It is often the case that the guest only drank three bottles, but the waiter opened five bottles in one breath, leaving two bottles. After the banquet, he drank it himself, and because once he drank it, he had to go to the kitchen to cook, the loophole was even bigger. Therefore, it is necessary to formulate a system that the bar staff must take away all the empty bottles after the restaurant closes, and the bar staff should bear this responsibility. Second, how to control the loss of tableware In order to reduce the unnecessary loss of tableware, the food and beverage department should set up a catering group to carry out specific management, which is mainly responsible for the planning, receiving, storage, washing and sanitation of all kinds of tableware and utensils. Doing a good job in meal management is of great significance to the level of diet and service. There are generally five kinds of tableware loss: first, in the washing process, because the dishwasher is fast, more plates and cups are broken; Second, after washing the dining car, it is too high and broken on the shelf and transported to the restaurant by the waiter; Third, the waiter took too much in the process of setting the table and missed it; Fourth, the waiter is easy to break during the process of receiving and washing meals; Fifth, expensive silverware and stainless steel knives and forks are easy to take away. How to prevent the above situation and minimize the loss of tableware. Hang a notebook next to the dishwasher first, record which dishwasher is broken, and compensate according to the situation at the end of each month; The restaurant should also prepare a book. Whoever breaks it should write it down and settle the bill at the end of the month. Second, stainless steel knives and forks usually adopt the responsibility system of succession, and the next shift is handed over at work, and the handover is counted on the spot, and whoever is less pays; Third, porcelain and glass are easily damaged, and the regulations allow a loss rate of seven thousandths. If the loss rate is not reached, rewards will be given. This is because the higher the turnover rate, the more frequent the utilization rate, so give a percentage and control the overall loss reasonably. Is it more or less to break a cup? It depends on the passenger flow; If the guests are always talented, there are many; If there are 50,000 people dining, it is nothing, it is a normal loss. Therefore, whether the loss is normal or not depends not on the absolute amount, but on the whole percentage. The restaurant reported the loss. If it is found that the loss is more than seven thousandths, it is necessary to find out the reason. There are two main reasons. One is the waiter's mistake in closing the table. For example, according to the operating rules, the tableware must be emptied before it can be folded. The big plate is below and the small plate is above. There is something wrong with the operation, which must be improved; Another reason may be that the quality of glasses is not high, too thin and fragile. You should check with the purchasing department and ask them to stop buying such goods. If there is a big banquet or outside, the restaurant needs to borrow tableware, and then it needs to take back the borrowed tableware afterwards. In short, find out the reason and prescribe the right medicine. The consumption of tableware can be reduced to the normal range. Third, how to control the cost of the catering department 1, labor cost control and accounting must first understand the percentage of wages, benefits, etc. In the total income. (1) Employment ratio (the ratio of rooms to employees) Therefore, the Food and Beverage Department requires training multi-functional and compound service personnel, which can serve both Chinese and western, as well as guests and restaurants. A hotel in Nanjing uses hourly workers in the store, which not only reduces costs, but also increases personal income. ② The wage and welfare ratio is generally 30%. 2. The cycle control of catering cost is strictly controlled from the aspects of procurement, inspection, inventory keeping, delivery inventory, processing, service and income. Managers should know the price and weekly price, such as fruit, seafood and vegetables, and master the food cost rate. The food cost rate is 29-33%, and the beverage cost rate is 13-20%. (1) maintenance-to adopt the concept of big maintenance. Establish daily maintenance system-urge the engineering department to establish a perfect maintenance system. There are only 5-6 people in famous countries, some people change light bulbs and some people make minor repairs. (2) 3-4% of the planned maintenance and renovation funds are extracted from the turnover and become reserves, which can be used cumulatively. Class a: compulsory emergency repair; Class b: compulsory, not urgent; Class C: Repairable or not. 3. Establish a cost card. In the 1980s, tourist hotels were founded-catering costs were calculated by the day. But at present, the actual calculation cost per week is very good. Some are calculated once a month or even several months, which is uncontrollable, resigned and uncontrollable. In order to settle and price the cost on a daily or weekly basis, the chef must use the cost card to control the selling price and cost, and at the same time, make comprehensive use of it. 4. Do a good job in menu items: the catering manager should divide all the dishes on the menu into four categories: ① those with large sales volume and high profits; (2) Large sales volume and low profit; (3) Low sales and high profits; 4 Low sales and low profit. How to treat: (1), vegetables with large sales and high profits-pay attention to quality, color, aroma and taste. (2) Dishes with large sales volume and low profit-be very careful when raising the price appropriately, that is, put the menu in an inconspicuous place and consider reducing the materials used. (3) Dishes with low sales volume and high profits-it is necessary to appropriately reduce the price and rename them, which can be put on the daily special supply. (4) Dishes with low sales volume and low profit will be cancelled. 5, energy consumption and maintenance control (1) revenue percentage total control, generally 8- 10%, 4-5 stars 3-5%; (2) High and low peak dosage control, at present, 10- 12%, 4-5 stars 8-10%; (3) lamp type selection and area switching. Fourth, how to cooperate with chefs to innovate dishes. It is generally believed that the innovation of dishes is a matter for chefs. It's not all like this. As the manager of catering department, we should grasp the direction and favorable opportunity of dish innovation, and understand the general knowledge and simple cooking process of dishes. For different guests, we should have different pertinence, mainly focusing on the identity, physique, region and nationality of the guests. Older tour groups should serve soft, crisp and rotten dishes, not fried and hard; Nomads, don't serve green leaves as side dishes in the south, especially chicken hair dishes, because they feed cattle and sheep there, so they should use potatoes, cabbage and carrots as side dishes. Americans don't eat sea cucumbers. They think sea cucumbers are bugs. But the Japanese love to eat things like sea cucumbers and soft-shelled turtles and think they are tonics. They don't eat aquatic products without scales and fins, such as Monopterus albus, or things with shells, such as crabs and snails. They don't think these animals are on the right path. Usually, we should be good at investigating and understanding the tastes and characteristics of guests, trying to figure out the psychology of guests, often communicating with chefs, and studying and formulating the menus that guests like. China has a long history of cooking. The so-called innovation is actually the development and reform on the basis of tradition to meet the changing taste requirements of domestic and foreign guests. But innovation is bound to be inseparable from basic skills. Without a deep understanding of traditional cooking and skillful skills, it is impossible to play it out of thin air! I think the innovation of dishes should start from four aspects: (1) Digging: Digging out traditional dishes that have not been seen for decades or even hundreds of years, and making them shine again, which is also innovation. Crispy porridge and rice flour steamed bread are all very popular things that can be excavated. (2) Inheritance: Inheritance is not difficult to dig, but it should also be included in "innovation". For example, Xue, the former chef of Jinling Hotel, experimented that tea eggs were the best when cooked for four hours. For example, there are fewer people eating pork in modern times, but this does not mean that no one eats sauce meat and Dongpo meat. It is still popular to melt in the mouth, oily but not greasy. The clove ribs in Dingshan Hotel and the mellow ribs in Zhu Hui Hotel are very famous. When Kissinger went to Suzhou, Wu Yonggen made a "honey fire recipe" according to tradition. Not only did he not feel greasy, but he specially ordered this dish when he came to Suzhou for the second time. Therefore, there are both conceptual understanding and technical standards in inheritance. If we can clearly show the quality of traditional characteristics, it is an innovation in itself. (3) Introduction: All kinds of gangs and even good methods in western food can be introduced. I am a chef of western food, and I think the management and measurement standards of western food should learn from Chinese food. For example, there are steamed fish in Subang, but compared with the Guangdong method, Cantonese cuisine is only steamed for ten minutes, without salt or seasoning, and it is only raw, with bloodshot bones and tender meat. Su Bang steamed the fish with seasoning first, but didn't control the time well, so the endosperm was old. If the "shredded pork with fish flavor" of Sichuan Gang is replaced by the "shredded mandarin fish with fish flavor" of Jiangnan, it will have a different flavor. (4) Reform: The reform is more complicated and needs to form a complete innovative design concept. "The way of cooking is to change; The job of a chef is very expensive to use. " Formally speaking, there are the combination of vegetables and snacks, the combination of Chinese and western, the combination of vegetarian food, the combination of food and medicine, and the combination of fruits and vegetables. For example, "crispy scallop" is a new dish that combines dishes and dishes. For example, "crispy seafood" is a dish that combines Chinese and western food. The collocation of meat and vegetables is not simply to say that meat and vegetables are burned together, but that meat and vegetables are integrated, and there is meat in the meat. For example, the traditional greasy meat stuffing is representative. Lentils are stripped of tendons and beans, stuffed with ham, shrimp and bamboo shoots, steamed and poured with onion oil, which tastes good. The mutton kebabs from Xinjiang and fried pork chops from western food were used on eels and changed into "fried stingless eels" dipped in seasoning, which was very popular with Chinese and foreign guests. The "Five Flavor Phoenix Wings and Emerald Phoenix Wings" made by this method has a unique flavor. Therefore, the manager of the food and beverage department must always study and innovate with the chef and design the menu that both Chinese and foreign guests like. Although the design of the menu is not directly operated, the menu is well matched and gives the guests a new, strange and special feeling. Sometimes, a "guest appearance" of a salad and a thick soup in Chinese food can not only reconcile the tastes of foreigners, but also create a cordial atmosphere.