Liezle De Lange – 02/07/07 Tip for 2 February 2007 Vibe meetings Vibe = houding, gevoel, atmosfeer Onthou die rede vir hierdie meetings: VIBE VIBE VIBE ‘n Vibe meeting is die gulde geleentheid wat jy het om ‘n positiewe atomosfeer te skep en bietjie kwaliteit tyd met jou span kelners te spandeer. Dit is wanneer julle bande verstewig en die grondslag vir spanwerk gele word. Dit is ook in hierdie tyd dat jy waardevolle inligting aan jou mense oordra: - Spesiale aanbiedinge - Enige items wat nie beskikbaar is nie, en die alternatiewe wat aangebied kan word - Items wat prioriteit aandag moet geniet – ekstra verkope - Wie watter tafels bedien en vir watter addisionele take (duties) verantwoordelik is - ‘n Herhindering aan reels, regulasies en ons spesiale manier van diens lewering - Om kennis op te skerp - Enige probleme kreatief en positief op te los Hierdie inligting moet gedek word, maar wees versigtig oor die manier waarop jy dit doen! Watter Vibe jy ookal jou vergadering mee hou, is die vibe waarmee jou kelners jul kliente gaan bedien! Die algemene gevoel (houding) in die restaurant begin by die gevoel of houding waarmee die Vibe meeting gehou word: Hou die Vibe in die Vibe meeting, bly positief. opbouend en altyd motiverend – en sien dan hoe almal hieruit voordeel kan trek!
Cobus Jooste – 06/02/07 • First visit to the table • 1) Remember to take your Knives and forks, place mats and colorings to the table, while you are doing the introduction, set the table at the same time. • 2) This prevents customers from having to ask for knives and forks while you are busy trying to serve the meal. • 3) Also helps you selling more salads as you can recommend that the customer can help themselves to salads while they wait for the drinks
Britt Fuller – 06/02/07 • Your bay is your business, treat it as such!
Respect: Sitting in one of our restaurants right now........what do I see......... The waiter: Opens my wine & drops seal on the floor, I look over in amazement & look at him with my 'what are u doing look' he says, I'll pick it up now.....why did he put it there in the first place I watch him open another guests beer...... he opens the top and it falls on the table I look at another table in his bay and notice more bottle tops , papers & cig butts lying on the floor He places my starter in front of me, but does not change my ashtray There is a dustbin next to his bay, he stands at least a meter away from the bin and throws an empty bottle in the bin so it crashes (making a big noise) with all the other bottle there in....... I see 2 more waiters coming out the door, they're going for a smoke, they kick the bottle tops & papers in their path & continue on their mission..... The hostess seats guests 2 tables away from mine, what does she do.....plonks the menu & wine list in the middle of the table & walks away before the guests have even sat down, surely she knows that she should pull the chairs out for the guests & hand them each a menu???? Ooooooh, now the manager walks out......"is every thing OK he says to me......" what should I tell him......"well if u had been more vigilant u would have seen everything that I have........NO.......it's toooo much trouble, I look up and say, it's FINE......he nods and walks off What I see here, is : No care No passion No pride And ultimately no respect for ones job or the owner that has gathered the funds to make this restaurant happen & provide so many people with jobs!!!! What I'd like to say to all today is........no one will respect you if u do not respect your place of work or your position. I have decided......and I haven't received my main course yet that this waiter will not be getting a decent tip from me as he does not really care what kind of service I receive....... And next time I'll chose to spend my money elsewhere...........(my meal was actually superb) Always remember that SOMEONE IS WATCHING........ Soooo be proud, be passionate & treat the business like it was your own, you'll be amazed at what you will receive in return!!!!!!! Britt Fuller 07/02/07
Liezle De Lange – 09/02/07 • Voerbestuurders: wanneer om met elke klient te praat? • Dikwels vind Vloerbestuurders dit moeilik om te kommunikeer met elke tafel, want hulle voel bietjie ongemaklik en weet nie altyd wat om te se nie. Hier is riglyne om te help… • Daar is ten minste drie geleenthede wanneer jy met elke tafel of groupie gaste moet gesels: • Met aankoms: “Welkom by ____ Spur, my naam is ____ en ek is hier om seker te maak alles verloop seepglad vanaand. Ons wens julle ‘n genotvolle kuier toe.” • Gedurende die maaltyd is dit die kelner se plig om vas te stel of ons gaste hulle ete geniet, as bestuurder is dit jou plig om vas te stel of hulle die algehele ondervinding, of diens geniet: “Geniet julle jul aand hier by ons?” • Met vertrek tyd: “Baie dankie vir jul ondersteuning, ons sien uit daarna om julle weer volgende week te sien” • Die maklikste manier om enige van hierdie gesprekkies te inisieer, is om iets by die tafel neer te sit, of dalk ‘n lee glas te verwyder, asbakkie om te ruil, of drankie te skink. Dan wag jy vir die mense om vir ‘n oomblik hulle gesprek te onderbreek, kyk dan vriendelik in almal se oe, en gesels dan met ‘n welkome glimlag • As jy ;n besigheid wil bou met leiermoet jyself ‘n goeie leier wees • As jy ‘n liefdevolle verhouding verlang, wees ‘n liefdevolle persoon • As jy geluk wil ondervind, maak die besluit om gelukkig te wees • Die teenoordgestelde is ook waar: As jy kla dat al jou vriende negatief is, dat jou persoonlike verhoudings nie ondersteunend is nie, en dat jy altyd net slegte geluk ondervind., dan moet jy dalk diep in die spiel kyk
Rita Kruger – March 2007 • You cannot create positive attitudes by demanding them • Motivation come from within • So how do you motivate your staff? • At best, the managers capabilities are limited to affecting the environment within, which the employee must work. • So…. Does your working environment motivate your staff to perform better? Or does it contradict your vibe meeting? • Examples – duties / tasks issued • Amount of staff on duty per shift • Equipment • Management Style • Working hours • Do they motivate or demotivate
Rita Kruger – March 2007 • Employees are motivated when they WANT to do their jobs because of the personal satisfaction that comes from the work. • It boils down to their pockets • Educate your staff on how to work with their money and what they can do with their money. • They are all working to satisfy short term needs and don’t know that they can achieve more. It’s your responsibility to teach and guide them. Example by selling one extra drink to every customer they serve they can earn R600 – R1000 more every month. Think long term. What can you do with that degree • Half a payment on a car • Downpayment on furniture • They don’t know that they can afford this. If they have something to work towards they will motivate themselves – Motivation comes from within.
Rita Kruger – March 2007 • Be yourself when you are introducing yourself to the customer, be spontaneous, friendly and natural. Don’t sound like you are reading your lines off a piece of paper. There is nothing worse for a customer to hear someone speak as though it has been rehearsed. It sounds fake and not genuine. • Be yourself and have fun, the customer will then have fun too.