NGHIP V NH HNG

& CHIA S KINH NGHIM

QUN L QUN CAFE
kinhdoanhcafe.com

Cc b phn trong qun cafe

1

Qun l gim st

Nhn vin phc v

Nhn vin pha ch

Nhn vin bo v

Nhn vin bp

Nhn vin thu ngn

NV Qun l

M t cng vic
1. t ch tiu Doanh thu thng/ Tng trng doanh thu
2. Gi t l lng nhn vin/doanh thu. T l tit kim chi ph
3. Gi t l khch hng phn hi tt / T l KH quay tr li s
dng dch v
4. Nng cao s tri nghim ca khch hng bng cc chng
trnh marketing
5. Gim t l li do nhm , sai order
6. o to nhn vin/ n c, gim st / Tuyn dng

M t cng vic

u ngy
1. Checklist u ca: Xem xt khng gian, tc phong nhn vin (ng phc, bng tn...), sp
xp bn gh
2. Kim tra khu vc bp, quy bar v sinh, chun b hng bn
3. Chun b phc v khch hng vo bui sng
4. Lu mu km kim tra cht lng sn phm
5. Kim tra vic nhp hng u ngy
6. Kim tra lch lm vic, update tnh hnh hng bn (tha, thiu) vi thu ngn v t bn
7. Kim tra s bn t, cc dng c phc v bn hng (b m, s order...)
Trong ngy
8. Phc v,x l cc cng vic pht sinh
9. Note li cc vn pht sinh trong bn hng, gi thu ngn km trong bo co ca sng
10. o to nhn vin, T chc cc hot ng lin quan n marketing, Cc hot ng tuyn
dng
11. Tng hp hng tn, gi order cho bn b phn nh cung cp
12. Ln lch lm vic, checklist ca ngy hm sau
Cui ngy
13. Kim tra v sinh, an ton chy n, tt cc thit b in, ng ca trc khi ra v

Mt s cng c qun l
S theo di thu chi ngoi bn
hng
S nht k khch hng
S lu mu
S t bn
S v
S
S nhn hng/theo di cng n
S bn giao cng vic

Phiu nhp xut hng

Phiu order hng
Phiu hy hng
Bo co thu/chi theo ngy
Cc mu vn bn hnh
chnh nhn s khc

2. Phc v

7 bc phc v khch hng

1. Khi khch hng vo qun
2. Khi khch hng ngi & gi thc n
3. Khi phc v thc ung & thc n
4. Khi kim tra s hi lng ca khch hng
5. Khi khch hng dng xong
6. Khi khch hng tnh tin
7. Khi khch hng ra v

Bc 1 - Cho n khch hng

-

M ca v ti ci thn thin vi khch hng

Cho n khch hng: Em cho Anh/ Ch ( c th gi tn khch hng

nu bit)

Kim tra s lng, v tr KH mun ngi: Anh/ Ch i bao nhiu ngi ?

Anh ch c bn y cha ?

Dn khch hng vo bn hoc ch bn cho KH

Khong cch ng cch 1,5m vi khch hng.

Bc 2 a menu v ly order ca kh
- t thc n cho khch hng( menu cm bn tay tri,
nghing 45
+ M menu cho KH
+ Gii thiu nhng sn phm c bit, flagship, promotion
- Ly yu cu thc n ca khch Anh. Ch chn c
cha ? Em c th ly yu cu thc n ca Anh/Ch c
khng ?
- Mi thm sn phm ( hng dng, bnh ngt) cho KH
- Nhc li yu cu thc n ca KH( tn + s lng) Anh/
Ch gi ng khng ?
- Cm n v yu cu KH i Em cm n Anh/ Ch. Anh/Ch vui
lng i trong t pht
- Chun b dng c n( trong trng hp KH gi n)

Bc 2 a menu v ly order ca KH
Thng tin trn t order

Bc 3 Phc v n, ung
- ung phc v bng khay
- + Cm khay bng tay tri: ly cao xp trong, ly thp xp ngoi
- + S dng lt ly i vi ung lnh, cm chn ly khi t
xung bn
- +Nhc li tn ung
- +Mi KH dng/ chc KH ngon ming
- n phc v bng tay
- +Ngn tay khng c chm thc n
- +t a nh nhng, phn chnh thc n hng v pha KH
- +Nhc li tn n
- +Mi KH dng/ Chc KH ngon ming

Bc 4 kim tra s hi lng

-

Thi im:
+ Sau khong 5-10 pht khi KH dng n hoc thc ung
+Khi khch hng khng dng
+Khi khch hng dng 1 cht v b d
+ Khi khch hng dng xong
Mu cu:
+ n/ ung hm nay c hp khu v Anh/ Ch khng ?
+ Anh/ Ch c hi lng v n/ ung khng ?
X l:
+ KH khen Cm n
+ KH phn nn: Lng nghe -> lp li -> xin li-> a ra
hng gii quyt -> kim tra s hi lng ca KH

Bc 5 khi khch hng dng xong

- Dn bn khi khch hng dng xong
- + Xin php dn bn em c th dn bn gip anh/ ch c khng

- + ung dn bng khay, n dn bng tay.

- + Lau bn cho KH
- ngh KH dng thm sn phm
- +Cc sn phm gii thiu: sn phm n km, trng ming, mua
mang v
- +Cc yu t cn thit thnh cng:
- 1. T tin, am m bn hng
- 2. K nng giao tip tt
- 3. Hiu bit v sn phm
- 4. Ngn ng thu ht
- 5. K thut bn hng chuyn nghip

Bc 6 Khi khch hng thanh ton

- Tnh tin khi khch hng yu cu
- Ly ha n ti quy thu ngn, kim tra li ha n ( s bn, s KH, s
, tng gi tin)
- S dng quyn kp ha n khi mang ra cho KH
- Kim tra li tin trc khi ri khi bn khch hng
- + Ni r s tin bn nhn t khch
- + Cm n khi khch hng tr
- + Thng bo khch hng i ly tin tr li
- n quy thu ngn a ha n v tr li tin cho khch hng nhanh
chng

Bc 7 khi khch hng ra v

- Cm n khch hng
- Em cm n Anh/Ch
- M ca hoc cho tm bit khch
hng ti bn
- Em cho Anh/Ch
- Hn gp li khch hng
- Hn ngy li Anh/Ch vo ngy
mai/bui chiu/bui ti

3. Pha ch

Cng vic phi lm

Cng vic chung:
Pha ch ung theo yu cu:
Nhn cc yu cu pha ch:Pha ch c ph, cc loi sinh t, tr, nc
hoa quPha ch ng theo cng thc ca nh hng ng order ca
khch hngm nhn vin bn ghi, ra m bo trang tr p v m
bo ung cht lng tt.
Chun b vo ca v giao ca:
Kim tra vic tr ung, , hoa qu, deco, ng ht, ng, sa,
nc ct da, siro Xem s lng c phc v khng, kp thi
b sung.
Kim tra un nc c ph.
Thu xp dn dp cc cng c, hng ho, v sinh li quy vo cui ca.
Bo co s lng cui ca theo quy nh.
Giao y thng tin v s lng cho ca sau.

Trch nhim

-Tp trung lm vic theo ng quy trnh (c order mi ra ),nh v c cho nhn
vin bn i sao cho chun xc.
-H tr cc b phn nu ca hng ng khch.
-Thc hin cc cng vic khc c giao. (theo lnh qun l)
-Chp hnh nghim chnh ni quy nh hng
Cng vic hng thng: phi hp kim tra cht bar m mnh c giao c th
l mt nhn vin pha ch tt:
-Gi quy bar sch s, gn gng.
-Lun lau mt quy bar, ra cc chn, khng ba bi, cu bn.
-Ra v lau sch ly,cc, tch ca bar, cc dng c, xp ly cc ngn np, gn gng, d ly.
Qun l cc cng c lm vic ca nh hng: ly tch, cc vt dng c lin quan, bo co
ngay khi pht hin ly cc st m, my mc hng, chp in
-Tc phong chuyn nghip, ng phc t trang gn gang, sch s.
-Phi hp vi cc b phn khc.H tr cc ng nghip khi nh hng ng khch

4. Bo v

Cng vic chung - Trch nhim

*Trng gi xe my:
+Nhanh chng cho mi khch, hng khch v pha nh hng.
+Linh hot, nhanh chng nhn xe ca khch, gt chn chng xe, m
bo him, treo vo xe cho khch. Ghi v gi xe cho khch v mi khch
hng i vo nh hng
+Khi khch ra v khn trng ly kim tra v xe v giao xe cho khch bng
thi thn thin cho v cm n khch. ( c th hi khch i v hng
no mnh quay u xe cho khch v hng ).
*Trng gi t:
+Hng dn khch v tr xe.( ng chiu)
+Kim tra ca xe ca khch kha k hay cha, gng cp vo ht
cha.( phng trng hp mt trong xe).
+Trng, gim st xe ca khch, m bo tuyt i xe ca khch khng b
try xc, mt ph tng nh gng, bin s

Ngha v v trch nhim:

-Tuyt i tp trung trong cng vic, khng l l mt cnh gic.
-Tun th ni quy ca nh hng v mnh lnh ca qun l.
-Tuyt i khng b v tr lm vic( i v sinh hay c vic bn phi nh
nhn vin b phn khc trng gip).
-Phi bit n khch nh l tn vng ngoi ca nh hng.
-Chu trch nhim v ton b an ninh pha trong v ngoi ca nh hng. C
trch nhim bo v ti sn ca nh hng.
-C trch nhim kim tra tt in cc khu vc, nhn bn giao tt c cc b
phn.
-C trch nhim bo co cho qun l cc trng hp khn cp, bo co cho
qun l khi cc nhn vin khc phm quy

5. Bp

Ngha v v trch nhim:

Cng vic phi lm :

Ch bin mn n theo yu cu, m bo cht lng , Thm m n, Qun l ti sn cng
c nh bp, Bo co v bn giao cng vic, Thc hin cc cng vic khc do cp trn giao.
Cng vic chung:
Ch bin mn n theo yu cu
Nhn cc yu cu ch bin: m bo theo ng nguyn tc trong quy trnh phc v v ch
bin mn n, s lng
Ch bin mn n theo ng oder, ng s lng, m bo n hp v sinh, iu kin an
ton thc phm
Bo qun & lm sch cc dng c lm vic:
Gi nh bp sch s, gn gng.
Lun lau bt a, ra xoong ni sch s, khng ba bi, cu bn.
Xp a bt ngn np, gn gng, d ly.
Qun l cc cng c lm vic ca nh hng: xoong ni, bt a, cc vt dng c lin quan,
bo co ngay khi pht hin bt a st m, my mc t lnh hng, chp in
V sinh c nhn: Tc phong chuyn nghip, ng phc t trang gn gang, sch s

6. Thu ngn

Cng vic chung:

-Phi hp vi cc b phn khc lm trc nht v sinh qun.V sinh khu vc
quy thu ngn, mt quy, sn nh
-Kim tra, m, kim li tin hng trong quy .Ghi tin lu quy vo s.
-Kim tra ton b quy, xem xt s giao ban, xem xt cc my mc, cc loi
dng c ca thu ngn
-Xem xt nh mc tin l, t i i cho nh mc.
-Kim tra thuc l, hng dng, b kh ( nu ht kp thi b sung)
-Phi hp vi nhn vin bar kim hng gi hng b sung.
-H tr nhn vin bn ly nc lc vo bnh, ly cc ra bn ni quy nh.
-Bt my tnh, my in, kim tra giy in.(c trch nhim bo qun ti sn nh
hng).
-C oder phi m bo vo my nhanh chnh xc. In ha n thanh ton khi c
yu cu t nhn vin bn, nhanh chng chun b tin l tr li cho khch.Yu
cu Kim tra in ng ha n ca tng bn, chnh xc. Kim m thu tin v
tr li tin r rng & chnh xc, ct vo t theo tng loi tin.

 Bn giao ca:
-m, kim li tin hng chnh xc.
-Cui mi ca, thu ngn phi sp xp chng t
theo trnh t: ton b bill bn hng bm ghi li
-Ghi, nhp s s liu y chnh xc vo s.
( thu, chi, lu quy)
-Bn giao cc cng vic cho nhn vin ca sau( gi
hng, i tin l)

Tnh hung
1. Khch hng i ng ngi v gi xong , mang ra nhng khi khch dng c mt na
th pht hin c sinh vt l trong ca mnh v c yu cu nhn vin xem li cho khch.
2. Khch hng vo nh hng nhng do ng khch nn nhn vin cha kp phc v nn c
thi khng tch cc vi nhn vin
3. Khch hng t bn nhiu ngi nhn vin nn lm nhng bc sau
4. Nhn vin lm n/ung vo khch hng:
5. Khch hng s qun mang theo tin
6. Trong khi phc v v ng khch nn nhn vin v tnh phc v sai mn cho khch lm cho
khch v cng bc mnh
7. Khch hng lm h hng hoc v dng ca nh hng
8. Khch hng ngi lu nhng c 1 bn ng ngi mun vo qun caf v bn phi xin khch
hng ang ngi nhng ch

Nh hng ng khch

Chun b : Nguyn liu, , ng ht

Ln k hoch: Nhn s, bn g cho nhanh.
Nguyn tc phc v
Sn sng chin u: Ln tinh thn v ng lc
cho nhn vin

Hi p