KTV service flow 1, welcome preparation: When the guests arrive, they start to salute when they feel their eyes meet the guests 1.5-2 meters away. Welcome guests: "Good evening, sir/madam! Welcome! " When saluting, you must look straight into your eyes, tuck in your abdomen and hold out your chest, bow 35 degrees and pay tribute to all the staff. 2. Show the guests to their seats: When the customer takes the guests to the door of the private room, he should open the door actively and enthusiastically, stand on the door shaft, hold the door handle with his left hand (right hand) and gently push the door open. Fingers of the left hand (right hand) are close together, palms up, hands down, make a gesture of "please" and invite guests into the house to sit down; 3. Serve polite tea: After the guests are seated, they should introduce themselves: "Good evening, sir/madam! I am a waiter in this room. Glad to serve you! " Then send the tea or mineral water prepared by the company to the guests and invite them to drink. With the gesture of "please", put the five fingers of the right hand together, with the palm slightly upward, and the finger direction is about 8- 10 cm away from the cup mouth. 4. Turn on the electrical equipment: adjust the air conditioning and lighting of the room to the satisfaction of the guests, turn on the TV amplifier, and ask the guests whether to watch TV, sing karaoke or listen to music (for example, ask the guests' opinions and like to watch). 5. Fruits and snacks: When the food delivery staff delivers the fruits and snacks to the door of the private room, the hostess or DJ takes the fruits and snacks to the stage with both hands. Master or DJ should kneel in front of the coffee table 10 cm, put the fruit in the center of the coffee table, and give the snacks on both sides to the guests. A DJ can pick up a tissue with his left hand and insert a piece of fruit with his right hand. Show your hands. "Please enjoy your meal." (Ladies first). Ordering: superfine product or DJ enthusiastically asks the guests what private drinks or exquisite snacks the chef needs. When the guests are hesitant, they should introduce the characteristics and tastes of the company's drinks and products to guide and help them choose. When listening to the order, remember to repeat the guest's order to avoid mistakes, then enter the computer to confirm the order and treat you later. Production: When the production is delivered by courier, superfine product or DJ will take the production and deliver it to the private room, and open wine for the guests in time, pour good wine and invite them to drink. 8. Order songs: actively and enthusiastically consult the guests and order songs for the guests. 9, 10, 1 12, serve halfway. Contingency skills: Young Master enters the room every 10 minute to clean the table top, add drinks for the guests at any time, pay attention to the cleanliness of the table top in the private room, take away the empty bottles and cups in time, ask the guests what to add when replacing the small handle, whether the floor is clean, cooperate closely with the DJ in the lobby when serving, and promote drinks for the company more often. The DJ first asked the guests what else they wanted, and then said, "Just a moment, sir/madam." Immediately, he took out the consumption card from the card box at the door of the private room and handed it to the cashier, who informed the supervisor to pay the bill. After receiving the bill, the supervisor should carefully check the room number, check the opening time and related data, sign the bill, and then go to the private room with the bill. When he arrives at the door of the private room, he has to knock at the door first (one light and two heavy). Excuse me, who will pay the bill? "Patrol the guests in the private room with your eyes, pass them the bill folder with your fingers, and try not to say the amount. If a guest uses a credit card, first of all, he should see whether this card can be used in our company, politely take out his ID card to register at the cashier, and return it to the guest as soon as possible. When leaving the private room, you should thank the guests again, take three steps back, then turn around, close the door gently and send the cash or credit card to the cashier in time. When you give a guest change, you should take the initiative to return the change to the guest after entering the room, and you should not use this as an excuse to defraud the tip. If the guest doesn't want change, you should thank the guest and put the change in the tip box in time, and make a good registration. If guests need invoices, they should collect them at the cashier's desk truthfully, and you are not allowed to invoice more or falsely. After paying the bill, you should thank the guests again and welcome to come again next time. Farewell to the guests: When the guests are ready to get up and leave, the young master or the DJ in the hall should take the initiative to open the door for the guests, remind them to take their belongings with them and say, "Please walk slowly and welcome to visit next time. "They should also take the initiative to send the guests to the elevator to show respect. 15, restore the welcome status: after the guest leaves the room, immediately clean the countertop and put all necessary items on the countertop. In order to welcome the arrival of the next batch of guests. 16. After-hours meeting: The supervisor will hold an after-hours meeting to comment on the business situation. Young master must record the business situation and hand in the work report after the meeting. (4) KTV attendant workflow 1, before business: 1, go to work on time, pack up your gfd, and prepare tools needed for work (. Wine list) 2, 7: 00-7: 10 is the time to attend the regular pre-shift meeting: the contents of the regular pre-shift meeting: hand in the work diary, report the unexpected problems in the previous day's work, announce the results of illegal handling the previous day, assign posts and arrange the work tasks of the day, announce the cleanliness of the products produced that day, and check the gfd and business appliances of employees 3, 7: 00-8. Check whether the computer works normally; Whether it can be operated by computer remote control; Then put the microphone and remote control back to their original positions. B, check whether other facilities in the room are normal. C. Check whether the table, interior and sanitation of the room meet the company's hygiene standards, and whether the business supplies are well prepared and sufficient. If you find any problems, report to the room manager. (If the person in charge is absent, report to the manager for coordination.) 2. Business: Welcome time: 8: 30- 10: 00 △ Stand in a standard posture: 1, stand at the door of your own hall at 8: 30 to meet the guests, hold your head high, hold your chest high, smile and put your hands behind your back. 2. When the guests arrive, feel your eyes meet the guests at a distance of 1.5m-2m. Welcome to visit. "△ The guest has arrived: 1, and greeted the guest with courtesy and enthusiasm. While using polite language, bow 35 degrees, "come in" and make an invitation gesture. 2. Quickly open the room door, invite the guests to sit down, and then gently close the door. 3. After the guests are seated, start the service for the first 3 minutes. Hang clothes for guests, move stools, etc. ) When the guest entered the room and sat down, he knocked on the door and stood beside the TV. They saluted, smiled and bowed to introduce themselves, and gave a welcome speech: "Good evening, welcome! I'm a room attendant. Glad to serve you! "2. Pour the welcome tea for the guests, and offer tea to the guests in a half kneeling position. When holding a cup, don't take a third of the cup, but take a third of the cup and hold it with your thumb, forefinger and middle finger, with the little finger as the supporting point of the desktop. When serving tea, you should handle it gently, put it down gently and make a gesture to ask for tea. 3. Inform the switchboard to turn on and ask the guests whether to watch TV or listen to music. Power amplifier (the effector is turned on), the light is turned to a soft state, and the music is turned to the best effect. 4. Open the stage of fruits and snacks, and open the plastic wrap of fruits to signal guests to eat. △ Order drinks and food for the guests: 1, and hand the drinks card to the guests at the same time according to the standard of half kneeling with both hands: "Good evening! This is our company's wine card. Please have a look at what wine to order tonight. "2. Actively promote and introduce the company's drinks and snacks. Introduce the company's wine, the highest price wins, and then promote it according to the requirements of the guests. For example, when guests order foreign wine, they should introduce XXX foreign wine to them quickly and accurately. After the guests order wine, they should ask whether they drink mixed wine or pure wine, and add a few cans of 7-up. Repeat the order and ask the guests if they need exquisite snacks, drinks, etc. Then enter the name and quantity they ordered into the computer. Exit the hall politely: "please wait a moment, I'll bring it to you right away." "4. Stand at the door and wait for the arrival of the goods. Every time you enter the room, you must knock on the door three times (one light and two heavy) and politely say, "Excuse me, I'm sorry! "Thank you for waiting." And serve in a standard semi-kneeling position. When serving foreign wine, guests should be invited to check the wine first, and then the wine should be opened, mixed and tasted. 5. When serving food, make a gesture of invitation (fingers pointing at the goods together), treat the guests politely and have a good meal. △ Midway service: 1. Wipe the table constantly, keep the ground clean and order songs during the midway service. Take the cups of the guests who have been away for a long time to the workbench and send them to the washing room for cleaning, and prepare a proper amount of motorized cups in time for the needs of new guests. Young master (waiter) must cooperate closely with Miss DJ when serving food, and mostly sell drinks and food for the company. Pay attention to the guest's eating degree and room movement at any time. Do four diligence (eye diligence, hand diligence, mouth diligence and leg diligence), accurately judge the requirements of guests, and be sure to ask questions. Be responsive. Check whether there is rubbish on the DJ's right hand side every time he enters the room, take it away, wipe it, collect it in time, and send the guests to enjoy our polite and high-quality service while having fun. 3. Remind guests at any time how much they have spent and how much they need to spend. Every new guest or manager should get up to give a welcome speech and pour wine when entering the room. When every guest leaves, he has to get up and say goodbye. 5. The guest pays the bill: the guest calls. You should ask the guests if they need anything first. In the case of insufficient consumption, remind guests to order enough consumption and introduce items that can be packed and taken away. Inform the supervisor to pay in cash at any time. When the guest pays the bill, check all the items in the hall with the corner of his eye to see if the facilities are damaged or lost. 6. When the guests get up and leave, remind them to take their belongings with them, and respectfully send "Thank you for coming, please take care, welcome to visit next time!" 7. After the guest leaves, clean the room in time, and then call the service desk to report the vacancy. Stand in the room and wait for the second batch of guests or fill out the work report. Iii. After business: 1, do a good job in cleaning the room (cups, small handles, wine glasses and other sundries) and tidy up the hall facilities (power amplifier, computer, etc.). ), and turn off all power and water sources. Leave the door open and smell it. 2. Ask the supervisor to check the room sanitation or facilities. 3. Have a regular meeting after work to listen to the supervisor's summary of the day's work. (Notes for KTV service: 1. Remember the principle of ladies first, gentlemen first and young first. 2. When receiving the products sent by the courier, check whether the products are correct. If the product is frozen, prepare coasters. When you meet a guest, you should say "I'm sorry" before serving drinks. Remind guests to avoid accidents. After serving, you should say "please enjoy your meal" to the guests according to the regulations. 4. Kneel on one knee when serving, which is convenient for serving. When the product is taken out of the tray, it should face the side of the guest, and the left hand should move outward accordingly to keep the tray parallel and balanced. Pay attention to the occasion when serving. You shouldn't block the view of the guests. 5. Pay attention to change the handlebars in time and add drinks for the guests at any time. If the guest agrees, take away empty fruit bowls, unused wine glasses and bottles in time and clean up the sundries on the table to keep the table clean. 6. Whether serving guests or cleaning tables, you must use a tray. 7. If the product needs ingredients and sauces, you should bring food to the stage. 8. When you complete the order, you must repeat the order to prevent and reduce mistakes. 9. If an employee leaves his job because of something, he must inform his colleagues or superiors and ask for help to avoid a "vacuum" phenomenon. 10, when serving food, you should be diligent in your eyes, hands, legs and mouth, and at the same time, you should be diligent in "moving paper towels in your mouth, smoking in the lighter, and saying thank you". Is it strong or weak? 12. If guests change seats, they should bring glasses in time. 13. When serving beer, after pouring a round of wine, 5-6 bottles should be served in the big room, 2-3 bottles in the middle and 1-2 bottles in the small room, so as to find the corresponding position and put it away for the next round of pouring. Ask the guests if they need to add drinks in time. 15, trays are not allowed to go on stage at any time. 16, the product should be on the right side of the guest. If there are many people in the room, we should be flexible according to the actual situation. When serving food, we should follow the principle of low cup before high cup, hot cup before freezing. If there is a coaster, put it down first, and then gently hold the lower end of the cup on the stage with your right hand to avoid collision. In order to avoid mistakes. 17, after getting up from the product, say to the guests, "Please enjoy your meal." And then walk backwards. 18, the supervisor should pay attention to counterfeit banknotes and broken banknotes when paying bills. If in doubt, you can politely ask the guest, "Sir/Miss, can you change it?" Iv. Pre-business preparation and post-business finishing skills of KTV service: (1) Pre-business preparation skills of KTV service ① Punch in or swipe your card (fingerprint) on time at work ② Wear your work uniform, tidy up your gfd ③ Prepare work tools (pens, lighters, bottle openers, wine lists) ④ Arrive at the designated place for a regular meeting on time before going to work, ① Arrange the work situation of the day before going to work ② State the mistakes in the work. (3) Recite polite expressions and call for the company's spiritual slogan and encouragement of love. (2) After taking up the post, ① prepare all items in the hall (water cups, handlebars, colored cups, towels, candles, etc.). (2) do all the sanitary work in the hall (carpets, sofas, countertops, electrical appliances, toilets, walls, fire-fighting equipment, plants, etc.). ), especially in dead corners and under sofas. ③ Table setting (according to the table setting standard stipulated by the company). ④ Check whether the speaker equipment in the hall is normal (if not, notify the general controller for maintenance). ⑤ Check whether the computer song ordering system and Internet access system are normal. (If there is any abnormality, notify the computer room personnel for maintenance). ⑤ Check whether the fixed property in the hall is in good condition, missing or damaged. ⑤ Keep the indoor air fresh and free of peculiar smell. Light the aromatherapy lamp and aromatherapy 10-20 minutes in the room. ⑧ Adjust the light to the best brightness, and adjust the air conditioning temperature to the right level. In general, (18℃-22℃). Pet-name ruby stand in a standard posture, waiting for the arrival of the guests. (2) Closing skills after opening 2)KTV service: ① Turn off the speakers in the lobby after the guests leave. (2) check whether there are burning cigarette butts on the floor and carpet, and eliminate them in time; (3) check whether there are any items left by guests in the room, and if so, hand them over to the manager; (4) check whether appliances, equipment, facilities and other items are damaged; ⑤ Put out the burning oil lamp or candle on the table in time to increase revenue and reduce expenditure; ⑤ If a guest finishes the remaining drinks, he/she will immediately place an order for the supervisor to sign and confirm the receipt, and the bar will be confiscated; ⑤ Clear all the dishes on the table. Cigarettes and other sundries. Put them in cups and baskets and send them to the laundry room. ⑧ Wash the wine stains, oil stains and candle oil on the countertop with clear water. Pet-name ruby clean paper towels and sundry on the floor. If there is chewing gum or the guest vomits, notify the personal assistant to clean it. Attending after cleaning the bathroom in the lobby, wipe the towel on the bar and dry the dishcloth on the table. Convenient for use the next day.