I want to work in KTV

KTV waiter work process

Preparation before shift:

Dress uniformly according to company requirements, wear work number plate, and organize personal appearance to meet company standards;

Arrive at the designated location 20 minutes in advance to attend the pre-shift meeting to learn whether the company has any new instructions and announcements, and strictly implement them. At the same time, understand the area you are in and the tasks assigned that day!

1. Before taking over the position:

1. Check the appearance: Make sure your hair is clean and tidy, your uniform is clean and smooth, and your work badge is worn on the right chest.

2. Check the work tools: lighter, bottle opener, pen, tray, clean rag.

3. Check the six-in-one arrangement: two store cards, three customer comment cards, two packs of tissues, and disposable microphone covers. Rattles, drinking glasses, dice cups, microphone cords, ashtrays, and trash can decorations.

4. Smile: Is there a sincere smile, showing 8 teeth?

2. At work:

Be prepared to welcome guests:

Access the guests in the room according to the notice, turn on the room effect lights, and turn on the lights in the private room. Projectors, computers, microphones and various items in the private room are checked to see if they are complete to welcome guests.

(1) Entering the room for the first time:

1. Greeting guests:

Greeting guests politely: Welcome.

2. Introduce how to use the sound system to request songs:

After the guest enters the room, turn around and close the door:

1) Introduce the sound system: Excuse me Are you familiar with the method of requesting songs?

2) If the guest is not clear about the instructions on the display (using a semi-squatting service posture), our company uses a Thunderstone touch song requesting system. Press the corresponding prompt key at the top of the screen to select your preferred song requesting method. That's it. Are you clear? If the guest is still unclear, further explanation should be given. If the guest knows clearly, omit the introduction of how to use the stereo and computer song request system.

3. Get the microphone for the guest:

Put a disposable microphone cover on the microphone in the room and give the microphone to the guest.

4. Introduce the supermarket:

Language standards: You are welcome to go to the supermarket to buy drinks and food.

5. Ask the guest if he is a member:

Are you a member? If the guest is not a member, encourage the guest to apply for a membership card to enjoy consumption discounts.

6. Introduce the service bell:

Facing the guest, step back to the side of the service bell and indicate the location of the service bell. If you need anything, please ring the service bell and I will be at your service at any time.

7. Notify the guest to start timing:

Now we will start counting the time for you. Hello, you can order songs now. I wish you a happy consumption (turn over and exit the room, remember not to Turn your back to the guest)

8. Notify the front desk to start timing:

Notify the front desk of the private room timing (front desk, ×× room timing) as soon as possible.

(2) Entering the room for the second time:

1. Ask the guest to sign the time sheet:

After receiving the time sheet for the private room, knock on the door twice Enter the room with a loud voice; lean toward the guest at the door and politely ask the guest: Hello, can someone please confirm the time sheet? After receiving the guest's response, he handed over the private room time slip in a half-crouched posture, reminding the guest to pay attention to whether the facilities and items in the private room are intact, and asking the guest to sign for confirmation: Please confirm that all items in the room are intact.

2. Remind guests to keep the time slip:

Put one of the time slips into the six-in-one box to remind guests: This slip is left here for you to check out. as a reference. Turn facing the guest and exit the room.

(3) Regional inspection:

1. Mid-time inspection:

The waiter walks around to inspect the guest situation and dynamics in the private room, and the inspection posture is polite and elegant : Don’t stick your head in the room. Use the excuse of closing the door for guests to observe what’s going on in the room. If you find tableware, water utensils, supermarket baskets and empty wine bottles in the private room, you must remove them immediately. (Tableware: Sorry to bother you, do you still need it? I’ll clear it for you, thank you./Supermarket basket: Sorry, sorry to bother you, can you collect the supermarket basket for you? Thank you/Sorry, I’m sorry to bother you, please clear it for you. Can I take the bottle off? Thank you/Common language: Sorry to bother you, can I clean it up for you? Thank you) If any abnormality is found (pornography, gambling, drugs), please notify the management immediately and deal with it quickly.

2. When you meet a guest on the road, ask the guest:

When you meet the guest, stand on one side and say hello to the guest (hello). If you meet the guest and ask about the bathroom or supermarket, etc. For other matters, politely provide guidance and answers to guests. Use pass-through service to lead guests to their destinations and coordinate with service work in nearby areas in a timely manner. For example, when a customer inquires about the price, the answer is strict and accurate. (Your room is × room, the current time period is × yuan/hour before × hour, and × yuan/hour is after × hour)

3. Press the service bell: After receiving the service bell instructions, quickly rush to the room that requires service, knock on the door twice (the sound is moderate), enter the room, stand near the door to the guest, and politely ask the guest what they need, (Language standard: Hello , do you need anything? ) After asking, we will solve the customer's needs quickly and with high quality.

4. Time period reminder:

When entering the room ten minutes before the time period changes, guests will be reminded of the time period change (Sorry to bother you, the price of your private room after × time period is × × yuan/hour, I wish you a happy consumption)

5. Order water from the bar or the production department:

When guests need to order from the water bar in the private room, they must place a drink order. And quickly hand over the drink order and copy to the water bar staff to make fruits and drinks. The water bar products and room charges will be settled together.

6. Need to adjust the sound:

I Immediately notify the sound engineer to adjust the sound for you, and notify the sound engineer as soon as possible.

7. Paying the bill:

If the guest checks out, politely ask the guest if he or she has a membership card: Does anyone have a membership card? If the guest does: Please bring your membership card and follow me. Go to the front desk to pay. (Language: front desk, XX room member, front desk pays the bill)/If there is no guest: we will settle the bill for you immediately. Notify the front desk as soon as possible to check out the guest. (front desk, ×× room pays)

8. Room transfer language:

Flexible use

9. Pick up items for guests to buy from the supermarket:

Hello, let me pick it up for you. What is your room number?

10. Other needs:

On the premise of not violating the company's regulations and doing our best, after asking the customer's needs, solve the customer's needs quickly and with high quality

(4) Guests leave the private room after consumption:

1. Farewell guests politely and remind them:

When guests get up and leave the room, politely remind guests: Please pay attention to what you bring with you , thank you for coming, please go slowly.

2. Check the items in the private room:

Check in time whether the items in the private room are damaged or lost, and check whether there are any items left behind by the guests. If there are any items left behind, they should be handed over to the KTV lobby quickly.

3. Clean the room:

1. After the guests leave, place the microphone, ashtray, remote control, water sign and other items on the receiving cabinet.

2. Place tableware and wine bottles on the table in the recycling bin. Collect desktop debris and put it into garbage bags.

3. Pour a little water or detergent solution onto the countertop or bar, and scrape the countertop clean with a scraper. (Be sure to wipe the scraper strip with a rag after each scraping to prevent water marks from leaving.) Scrape the countertop After finishing, wipe the countertop and edges with a 80% dry tablecloth in a clockwise direction. Make sure no water marks or stains are left.

4. Put the debris on the sofa into a garbage bag and pay attention to cleaning the gaps in the sofa. Use a 80% dry tablecloth to clean the surface of the sofa. Wipe the microphone clean.

5. Use cleaning tools to sweep the debris on the floor into a garbage bag. Wipe the floor between the sofa and the coffee table and the countertop with a floor towel. Wipe the other floors with a mop. If the floor is dirty, wipe it with a mop. Use a scraper to clean the floor, paying attention to the blind corners of the private room. The floor should be bright and clean, leaving no water or wine stains. Wipe down the trash cans in the room and replace them with new trash bags.

6. After cleaning, inspect the private room to check if there is anything missing, and then place the items in the private room neatly according to OK room standards and return them to their places. (Bar chairs, leather piers, etc.)

Wipe the six-in-one, ashtray, remote control, water sign and other items clean, and replenish the six-in-one supplies (lighter, facial tissue, toothpicks, comment cards, open bottles device, microphone cover), ask the regional minister to check, and the minister will check and reset. Report to the lobby manager for an OK room.

Various standards:

1. Standing and physical standards:

Standing posture, insisting on standing service, standing gracefully and elegantly, reflecting the temperament, cultivation and Demeanor: when standing, keep your chest up, your abdomen in, your eyes neutral, your eyes straight ahead or pay attention to serving guests. Don't stare at a fixed position. Keep your shoulders relaxed and horizontal, and your body's center of gravity should be downward, not leaning to the left or right. Mouth slightly closed. The hands hang naturally or cross in front of the body. Keep your body upright and steady, and keep smiling. Not swaying around or leaning against the wall, full of energy, generous and ready to serve guests at any time.

2. Walking body standards:

Walking posture. When walking, keep your chest up, your abdomen in, your body's center of gravity slightly tilted forward, your feet moving back and forth naturally, and your arms swinging back and forth naturally. The speed is moderate, not too fast or too slow to prevent collision with others.

3. Gesture movement standards:

Gesture movement, customer service, gesture use should be standardized, graceful and natural. To indicate the direction to the guests, straighten your arms, keep your fingers together naturally, palms upward, use your elbow joint as the axis to indicate the target, smile, and use language accordingly. Don't use too many gestures when talking to or providing services to guests.

4. Standards for meeting guests on the road:

When meeting guests on the road, smile, take the initiative to say hello, stand sideways and be courteous, and implement the three-step smile method. (Look at the guests with a smile when taking three steps, nod to the guests when taking two steps, and say hello (hello) to the guests when taking one step)

5. Guide the guests:

Guide the guests forward, indicate the direction with your hands, walk in front of the guest or slightly sideways, keeping a distance of 1.5-2 steps, and talk to the guests while walking, keeping a half-step distance.

4. Sound standards:

Use Mandarin for customer service, with a friendly tone and a moderate volume (based on the customer’s ability to hear clearly)

Work efficiency:

Time to press the service bell:

The time from when the service bell rings to when the waiter arrives at the private room shall not exceed 30 seconds

Work discipline:

1. Meal time:

Eating time should not exceed 30 minutes.

2. Time to go to the bathroom:

The time from the bathroom to return to the post should not exceed 6 minutes.

3. Room cleaning:

Cleaning of mini rooms and small private rooms: time standard - 5 minutes

Cleaning of medium-sized private rooms: time standard - 10 minutes

Large private rooms Cleaning: time standard - 15 minutes

VIP room cleaning: time standard - 25 minutes

Inspection and cleaning of public areas: time standard - no more than 10 minutes

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5. Work discipline during work:

No incidents of chatting with other waiters, no skipping work.

Job responsibilities:

1. Talk to customers:

Be able to effectively communicate with customers, listen to their opinions, and make customers feel valued.

2. Assist customers in their consumption:

Assist customers who need help. For example, take guests to the bathroom, supermarket, etc.

3. Know how to handle customer complaints:

Treat guests. Be able to respond to and deal with special requests (such as guests requesting a refund of wine, purchasing supermarket consumables for them, etc.), and you must smile at this time to show the customer that you are willing to help.

4. Use authorization:

Use the authorization given fully and confidently to meet the needs of customers. If the customer's requirements cannot be met, the relevant managers should be notified immediately.