{"id":108856,"date":"2017-09-28T11:03:33","date_gmt":"2017-09-28T04:03:33","guid":{"rendered":"https:\/\/suno.vn\/blog\/?p=108856"},"modified":"2017-09-28T13:44:00","modified_gmt":"2017-09-28T06:44:00","slug":"5-ky-nang-phuc-vu-quan-ca-phe-tra-sua","status":"publish","type":"post","link":"https:\/\/suno.vn\/blog\/5-ky-nang-phuc-vu-quan-ca-phe-tra-sua\/","title":{"rendered":"5 k\u1ef9 n\u0103ng ph\u1ee5c v\u1ee5 qu\u00e1n c\u00e0 ph\u00ea c\u1ea7n \u0111\u00e0o t\u1ea1o cho nh\u00e2n vi\u00ean"},"content":{"rendered":"

Trong ng\u00e0nh F&B (th\u1ef1c ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 \u0103n u\u1ed1ng) ngo\u00e0i ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m th\u00ec d\u1ecbch v\u1ee5 t\u1ed1t l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. Do \u0111\u00f3 c\u00e1c k\u1ef9 n\u0103ng ph\u1ee5c v\u1ee5 qu\u00e1n c\u00e0 ph\u00ea\/ tr\u00e0 s\u1eefa\/ nh\u00e0 h\u00e0ng l\u00e0 k\u1ef9 n\u0103ng quan tr\u1ecdng b\u1ea1n c\u1ea7n \u0111\u00e0o t\u1ea1o cho nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh.<\/em><\/strong><\/p>\n

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K\u1ef9 n\u0103ng ph\u1ee5c v\u1ee5 qu\u00e1n c\u00e0 ph\u00ea l\u00e0 k\u1ef9 n\u0103ng quan tr\u1ecdng c\u1ea7n \u0111\u00e0o t\u1ea1o cho nh\u00e2n vi\u00ean<\/em><\/figcaption><\/figure>\n

1. K\u1ef9 n\u0103ng giao ti\u1ebfp<\/h2>\n

K\u1ef9 n\u0103ng giao ti\u1ebfp l\u00e0 k\u1ef9 n\u0103ng c\u01a1 b\u1ea3n m\u00e0 nh\u00e2n vi\u00ean ph\u1ee5c v\u1ee5 b\u00e0n ph\u1ea3i c\u00f3. V\u00ec ph\u1ee5c v\u1ee5 l\u00e0 ng\u01b0\u1eddi tr\u1ef1c ti\u1ebfp giao ti\u1ebfp, g\u00e2y \u1ea5n t\u01b0\u1ee3ng tr\u1ef1c quan nh\u1ea5t v\u1edbi kh\u00e1ch h\u00e0ng. Ph\u1ea3i lu\u00f4n gi\u1eef th\u00e1i \u0111\u1ed9 l\u1ecbch s\u1ef1, ni\u1ec1m n\u1edf v\u1edbi kh\u00e1ch trong m\u1ecdi t\u00ecnh hu\u1ed1ng.<\/p>\n

K\u1ef9 n\u0103ng giao ti\u1ebfp kh\u00f4ng ch\u1ec9 th\u1ec3 hi\u1ec7n qua l\u1eddi n\u00f3i m\u00e0 c\u00f2n th\u00f4ng qua c\u1eed ch\u1ec9, \u0111i\u1ec7u b\u1ed9. C\u00e1ch gi\u1edbi thi\u1ec7u m\u00f3n, \u0111\u1ed3 u\u1ed1ng, c\u00e1ch \u0111\u01b0a \u0111\u1ed3, c\u00fai ch\u00e0o,… \u0111\u1ec1u l\u00e0 nh\u1eefng k\u1ef9 n\u0103ng ph\u1ee5c v\u1ee5 qu\u00e1n c\u00e0 ph\u00ea c\u01a1 b\u1ea3n.<\/p>\n

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2. K\u1ef9 n\u0103ng quan s\u00e1t<\/h2>\n

\u0110\u00e2y l\u00e0 k\u1ef9 n\u0103ng r\u1ea5t c\u1ea7n thi\u1ebft \u0111\u1ed1i v\u1edbi ng\u01b0\u1eddi l\u00e0m ph\u1ee5c v\u1ee5 trong qu\u00e1n c\u00e0 ph\u00ea, tr\u00e0 s\u1eefa. B\u1ea1n ph\u1ea3i t\u1eadp th\u00f3i quen quan s\u00e1t \u0111\u1ec3 ti\u1ebfp n\u01b0\u1edbc khi kh\u00e1ch h\u00e0ng u\u1ed1ng h\u1ebft, kh\u00e1ch h\u00e0ng c\u00f3 c\u1ea7n h\u1ed7 tr\u1ee3 g\u00ec th\u00eam khi ng\u1ed3i t\u1ea1i qu\u00e1n hay kh\u00f4ng, hay chu\u1ea9n b\u1ecb ly nh\u1ef1a cho tr\u1ebb n\u1ebfu c\u00f3 b\u00e9 \u0111i c\u00f9ng,…\u00a0 T\u1eeb \u0111\u00f3 c\u00f3 c\u00e1ch c\u01b0 x\u1eed v\u00e0 ph\u1ee5c v\u1ee5 ph\u00f9 h\u1ee3p.<\/p>\n

Ki\u00ean nh\u1eabn l\u1eafng nghe v\u00e0 quan s\u00e1t nh\u1eefng \u0111i\u1ec1u kh\u00e1ch h\u00e0ng c\u1ea7n \u0111\u1ec3 t\u00ecm ra nhu c\u1ea7u th\u1ef1c s\u1ef1 c\u1ee7a h\u1ecd. M\u1ed9t ng\u01b0\u1eddi ph\u1ee5c v\u1ee5 chuy\u00ean nghi\u1ec7p l\u00e0 ng\u01b0\u1eddi bi\u1ebft quan s\u00e1t m\u1ecdi t\u00ecnh hu\u1ed1ng x\u1ea3y ra trong qu\u00e1n, v\u00e0 c\u00f3 c\u00e1ch x\u1eed l\u00fd kh\u00e9o l\u00e9o nh\u1ea5t. M\u1ecdi h\u00e0nh \u0111\u1ed9ng nh\u1ecf \u0111\u1ec1u c\u00f3 th\u1ec3 \u0111\u1ec3 l\u1ea1i \u1ea5n t\u01b0\u1ee3ng s\u00e2u s\u1eafc trong l\u00f2ng kh\u00e1ch h\u00e0ng.<\/p>\n

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3. K\u1ef9 n\u0103ng x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng<\/h2>\n

M\u00f4i tr\u01b0\u1eddng l\u00e0m vi\u1ec7c n\u00e0o c\u0169ng kh\u00f4ng th\u1ec3 tr\u00e1nh kh\u00f4ng th\u1ec3 tr\u00e1nh kh\u1ecfi nh\u1eefng s\u1ef1 c\u1ed1 ngo\u00e0i \u00fd mu\u1ed1n ph\u00e1t sinh. Trong m\u00f4i tr\u01b0\u1eddng qu\u00e1n c\u00e0 ph\u00ea, tr\u00e0 s\u1eefa c\u0169ng v\u1eady. M\u1ed7i ng\u00e0y b\u1ea1n ph\u1ea3i ti\u1ebfp x\u00fac v\u1edbi nhi\u1ec1u \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng kh\u00e1c nhau, g\u1eb7p ph\u1ea3i nh\u1eefng t\u00ecnh hu\u1ed1ng kh\u00f4ng d\u1ef1 \u0111o\u00e1n \u0111\u01b0\u1ee3c.<\/p>\n

\u0110\u00f3 c\u00f3 th\u1ec3 l\u00e0 l\u00fd do c\u1ee7a ch\u00ednh b\u1ea1n ho\u1eb7c do kh\u00e1ch h\u00e0ng g\u00e2y ra. V\u1ea5n \u0111\u1ec1 quan tr\u1ecdng l\u00e0 ph\u1ea3i x\u1eed l\u00fd sao cho kh\u00e9o l\u00e9o khi\u1ebfn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u00e0 kh\u00f4ng l\u00e0m m\u1ea5t uy t\u00edn c\u1ee7a qu\u00e1n.<\/p>\n

S\u1ef1 \u1ee9ng bi\u1ebfn linh ho\u1ea1t, th\u00f4ng minh trong nhi\u1ec1u t\u00ecnh hu\u1ed1ng ph\u1ee9c t\u1ea1p l\u00e0 k\u1ef9 n\u0103ng ph\u1ee5c qu\u00e1n c\u00e0 ph\u00ea quan tr\u1ecdng b\u1ea1n c\u1ea7n ph\u1ea3i \u0111\u00e0o t\u1ea1o cho nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh.<\/p>\n

Ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd qu\u00e1n c\u00e0 ph\u00ea<\/a> SUNOvn<\/a> c\u00f3 t\u00ednh n\u0103ng g\u1ecdi m\u00f3n t\u1ee9c th\u00ec th\u00f4ng qua ipad\/m\u00e1y b\u1ea3ng, th\u1ef1c hi\u1ec7n order t\u1ea1i b\u00e0n. Nh\u00e2n vi\u00ean ph\u1ee5c v\u1ee5 kh\u00f4ng c\u00f2n ph\u1ea3i ch\u1ea1y \u0111i ch\u1ea1y l\u1ea1i gi\u1eefa qu\u1ea7y b\u1ebfp, qu\u1ea7y thu ng\u00e2n v\u00e0 b\u00e0n kh\u00e1ch h\u00e0ng, nh\u1edd \u0111\u00f3 h\u1ecd c\u00f3 th\u1ec3 t\u1eadp trung ph\u1ee5c v\u1ee5 kh\u00e1ch t\u1ed1t h\u01a1n.<\/em><\/p><\/blockquote>\n

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4. K\u1ef9 n\u0103ng t\u1ef1 ki\u1ec3m so\u00e1t<\/h2>\n

L\u00e0m vi\u1ec7c trong ngh\u00e0nh d\u1ecbch v\u1ee5, b\u1ea1n ph\u1ea3i h\u01b0\u1edbng d\u1eabn cho nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh k\u1ef9 n\u0103ng t\u1ef1 ki\u1ec3m so\u00e1t b\u1ea3n th\u00e2n trong m\u1ecdi t\u00ecnh hu\u1ed1ng. Ch\u00fang ta kh\u00f4ng th\u1ec3 \u0111o\u00e1n \u0111\u01b0\u1ee3c h\u00f4m nay s\u1ebd g\u1eb7p \u0111\u01b0\u1ee3c nh\u1eefng kh\u00e1ch h\u00e0ng n\u00e0o. C\u00f3 ng\u01b0\u1eddi d\u1ec5 t\u00ednh, c\u00f3 ng\u01b0\u1eddi kh\u00f3 t\u00ednh \u0111\u00f2i h\u1ecfi cao th\u00ec nh\u00e2n vi\u00ean c\u00e0ng ph\u1ea3i ch\u00fa \u00fd h\u01a1n \u0111\u1ec3 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch.<\/p>\n

T\u1ef1 ki\u1ec3m so\u00e1t l\u00e0 k\u1ef9 n\u0103ng ph\u1ee5c v\u1ee5 qu\u00e1n c\u00e0 ph\u00ea m\u00e0 m\u1ed9t nh\u00e2n vi\u00ean chuy\u00ean nghi\u1ec7p ph\u1ea3i lu\u00f4n r\u00e8n luy\u1ec7n. Tuy\u1ec7t \u0111\u1ed1i kh\u00f4ng \u0111\u00e1nh m\u1ea5t b\u00ecnh t\u0129nh, m\u1ea5t t\u1ef1 ch\u1ee7 cho d\u00f9 kh\u00e1ch h\u00e0ng c\u00f3 c\u01b0 x\u1eed th\u00f4 l\u1ed7.<\/p>\n

Ph\u1ea3i ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c h\u00e0nh vi c\u1ee7a m\u00ecnh, kh\u00f4ng \u0111\u00e1p tr\u1ea3 l\u1ea1i b\u1ea5t l\u1ecbch s\u1ef1, t\u00ecm hi\u1ec3u v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 nhanh ch\u00f3ng. B\u00ecnh t\u0129nh, k\u1ebft th\u00fac nh\u1eefng \u1ed3n \u00e0o kh\u00f4ng \u0111\u00e1ng c\u00f3, tr\u00e1nh g\u00e2y ch\u00fa \u00fd v\u00e0 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn kh\u00e1ch h\u00e0ng kh\u00e1c.<\/p>\n

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5. K\u1ef9 n\u0103ng n\u1eafm b\u1eaft t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng<\/h2>\n

Kh\u00e1ch h\u00e0ng c\u1ee7a qu\u00e1n c\u00e0 ph\u00ea g\u1ed3m nhi\u1ec1u \u0111\u1ed9 tu\u1ed5i, s\u1edf th\u00edch, t\u00ednh c\u00e1ch kh\u00e1c nhau,… L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 khai th\u00e1c \u0111\u01b0\u1ee3c h\u1ebft t\u1ea5t c\u1ea3 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 nhi\u1ec7m v\u1ee5 c\u1ee7a ng\u01b0\u1eddi ph\u1ee5c v\u1ee5. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi b\u1ea1n ph\u1ea3i bi\u1ebft quan s\u00e1t, th\u1ea5u hi\u1ec3u \u0111\u01b0\u1ee3c t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng.<\/p>\n

N\u1eafm b\u1eaft t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 m\u1ea5u ch\u1ed1t quan tr\u1ecdng l\u1ea5y \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch c\u0169ng nh\u01b0 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 qu\u00e1n c\u00e0 ph\u00ea c\u1ee7a b\u1ea1n.<\/p>\n

Xem th\u00eam:<\/p>\n