Today is one of the most important festivals, I guess, for Muslim. Both luncheon and dinner were fully booked. To make the situation messy, even more customers called in and made reservation for over 4 people during the business hours, so that when I was working, actually I had a full hand of papers as the reservation sheet, the notes from phone operators and the note from walk-in customers.
Honestly, today was my first time to greet and welcome over 1000 whole day by myself. At this moment, I do think I can do it better during the rush dining hours. For myself, I may have been confronted with hundreds of customers who did not keep the confirmation numbers with them when they made the reservations. However, it is probably the first time for them to hold parties in Mandarin or they are indulged in the happiness of family get-together. But my short temper and insistence on the numbers really sucks which can easily spoil the more important issue - dining time and parties. I should have be patient with these customers and introduced some basic rules of my restaurant instead of being the “queen” for customers.
And also, I haven't teamed up enough with my girls. Somehow, I couldn’t trust them on some circumstance based on the previous experiences. But actually, they were all there trying to help me which I can never appreciate more. If I have communicated better with them during the regular days and tried to build up the mutual trust and learn each other’s habit better, I could possibly bring in customers faster so that more of them could enjoy the food earlier rather than being packed in the front lobby of the restaurant and waiting for a table forever long.
From Mother’s Day, Father’s Day and today, I realize that good leadership does always involve with planning, organization and control. My manager can always plan customers and tables at least 2 hours ahead, so that I feel calm down and confident even when I was surrounded by layers of people waiting for table. He is also always super during holidays or busy days because he chooses to stand beside us instead of ingratiating himself with customers, which makes, at least me, commit to this business with my best efforts. For many times, he talked about the fierce competition in dietary industry nowadays and the difficulty to maintain the relationship with the loyalty customers, but his idea is to improve and guarantee the quality of service to boost profits. When conflicts occur, his principle is to keep promise, such as accommodate customers on time as the reservation and settle walk-in customers within the waiting time as they have been told. Sometimes he has really high tolerance to stand with those rude or ridiculous people and try to communicate the way that we serve each of our customers fairly.
All the time, I felt appreciated and grateful when I have the honor to serve those thoughtful and decent customers. Happy Ramadan all you guys! And reservation is always recommended, I think, in most restaurants~
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