How to grasp the hotel service, how to do the hotel service?

Humanization, superiors and subordinates should be integrated, so that subordinates will talk about something, how can subordinates be unhappy every day to bring happiness to guests, happiness will be contagious.

Spectacle cloth. When it rains and fogs are heavy in winter, customers come into the store and are given a cloth for glasses. Avoid hot air misting for guests. Glasses to let the guests have eyeglasses.

Rubber band. A guest wore his hair and gave a rubber band and said, "Hello, for your convenience, I will give you a rubber band." "It's too hot for guests to eat with their hair draped.

Bao Dan mobile phone bag.

When the guest's mobile phone is placed on the table, the waiter should take the initiative to take the mobile phone bag and say, "Hello, I'll help you cover the mobile phone to avoid getting oily." "Avoid water and oil on the guest's mobile phone.

Children and old people deliver steamed eggs.

If there are children and the elderly, they should take out the steamed eggs from the snack room and give them to the children and the elderly.

Cushion. When the elderly, children, and pregnant women come, take the initiative to pick up the mat at the designated place and put it on the guest. Our stools are too hard, and the old man can't stand it for too long.

Embis. In the guest ordered the waist piece, waist flower, the waist flower, the waist piece on the spoon, the spoon dress up on the Enbi shelf. This is more convenient for the guests and saves the time of the waiter to give the guests a shabu-shabu.

Apron. When a child comes, hang the apron around the guest's neck to prevent oil stains from dripping on the guest's body.

Froth. After the soup in the pot is boiled, first beat the three fresh and then spicy, hold the bowl in the left hand, take the foam in the right hand, and wipe it lightly on it a few times to foam in this way, giving people more hygiene and clean.

Dry spicy dishes are old.

Put the spicy noodles, salt, and monosodium glutamate in the correct proportion, and then put them on a plate to remove the smell of sheep's blood.

Bean curd dish. Where the first lack of liters is a guest who orders the bean curd, each table will be served with 2 copies of the bean curd plate. This is a way for Sichuan people to eat bean curd, which makes it more flavorful.

Take the initiative to give birthday gifts.

Where there are guests on their birthdays, birthday gifts are given according to different ages and genders, and fruit bowl gifts and longevity noodles are generally given. Let guests feel an unexpected surprise on their birthdays.

Manicure. When the guests come, one of the people at each table can get a manicure, and there are professionals to provide nail service, because of the long waiting time and leisure time, so that the guests can have something to entertain when they wait for their seats.

Children's Paradise. There are child attendants who can guide parents to take their children to the amusement park, but don't say, "It's okay, I'll take it for you".

It is mainly convenient for parents to eat, and children disturb their parents to talk about things.

Deliver pickles. Whenever a pregnant woman arrives, a kimchi will be sent in advance, mainly for pregnant women who like to eat sauerkraut, reflecting humanized service.

Towels are distributed (4 times per table).

Hot towels will be delivered within 2 minutes of arriving at the hotel, as guests are required to wipe their hands and faces with hot towels when they arrive from outside.

Vinegar dish. When the guests eat cooked shrimp and plate shrimp, they are served with garlic vinegar, and the vinegar dish is more delicious and has the effect of sterilization.

Peel the shrimp shells. With the consent of the guest, save time on meals, provide convenience, and avoid getting your hands dirty.

First of all, hotel employees should make it clear that in their own positions, they not only represent themselves, but also represent the hotel, and represent the quality and image of the hotel; The quality and image of the hotel are related to the efficiency of the hotel. Therefore, the development of the hotel is closely related to the staff. Hotel staff should be fully aware of:

You can't damage the image of the hotel because of yourself, on the contrary, you should get the goodwill of the guests through your own high-quality service, and ultimately improve the service level of the hotel, and enhance the loyalty of the hotel guests!

Secondly, hotel staff should be clear about the hotel's service procedures, norms and standards, and provide corresponding services. We should be proactive, enthusiastic and patient to serve our guests and provide thoughtful and efficient services. When dealing with guests, we should be flexible in dealing with problems in line with the principle of "guest first" to make guests satisfied.

If employees feel that the problem is more complicated, they should report it to their superiors and deal with it.

Realize that hotel service is no small matter. Some seemingly trivial things may be very important to the guests, and even affect the guests' evaluation of the hotel, therefore, the service work must be very serious, and everything is done well, so as to improve the quality of hotel service.

Furthermore, it is necessary to strengthen the sense of teamwork.

Hotel staff should understand that the hotel's service work is carried out under the premise of division of labor and cooperation, and any person who leaves other departments cannot complete the service work independently, so the staff must strengthen cooperation, and cannot be unrelated to themselves and hang high. When a guest asks for a service, the hotel staff can't push the guest around because of a duty that doesn't belong to their position. On the contrary, in order to provide high-quality service and a harmonious working environment, hotel staff should be strict with themselves, lenient and helpful. Colleagues should respect each other, get along with each other, help each other, cooperate with each other, and unite and cooperate.

In addition, high-quality hotel service comes from the service attitude, service knowledge and service skills of employees. Therefore, hotel staff should study business technology diligently, so that they can do one line, love one line, and be dedicated to one line. First of all, we should learn from the experience of other employees, improve service and provide high-quality service, study the characteristics of various customers, summarize the service rules, and improve the service level.

In addition, we should insist on studying in our spare time, constantly learn theories to enrich ourselves, and improve our business level. God rewards hard work, hotel staff should believe that as long as they insist on continuous learning, they will lay the foundation for their own development to a higher level!

Finally, as a hotel employee, you must consciously maintain the image of the hotel.

It is important to know that "a reputation for a thousand days, a reputation for a while", that is, a link, a person's body has inferior service, then, the hard work of other employees will be in vain, will seriously affect the image of the hotel in the eyes of guests.

Therefore, as a hotel employee must do from me! If you have any opinions on a management person of the hotel, you should take the initiative to report to your superiors, and you must not speak ill of the hotel or other departments in front of the guests, but should always establish and maintain the image of the hotel as the basic criterion of guest service!

Secondly, the service industry needs to have a familiar understanding of the dishes and wines, the cooking process of the dishes and the taste of the dishes, as well as the dishes and the wines.

Secondly, personnel engaged in the service industry need to undergo pre-job training, need to wear light makeup, and have presented the best mental state and image to the guests. Pre-job training is to be familiar with the service process, including pre-meal preparation, in-meal preparation, post-meal work and so on.

Then there is the arrival of the guest who needs warm service, asking for needs, responding politely, as well as helping the guest to order, serving drinks, dragging chairs for the guest to sit, helping the guest to rush the food, and so on.

Finally, the service industry needs good hygiene, and after the guests leave, do a good job of hygiene, so that the guests can eat comfortably and hygienically.

Ask what difficulties you will encounter during your internship.

According to the survey of students' impression of the hotel, it is found that students' understanding of the hotel is limited to some superficial understandings such as film and television dramas, classroom lectures, and other people's opinions. Due to the rendering of film and television dramas, students often only see the service, environment and work enjoyed by guests in star-rated hotels, and hope that the environment in which they live is like that of guests, or they can enter the management position as soon as they enter the hotel, and their expectations for the hotel and themselves are too high, and they lack full psychological preparation for the hardships of grassroots work and the strict rules and regulations of the hotel. Some students even have the idea of not wanting to continue working in this industry after their internship.

2. Disobey management in the internship.

Most of the post-90s students are pampered at home, resulting in students unable to correctly position themselves in the process of hotel internship, and some students think that they are students, and they should not demand themselves as formal staff after arriving at the hotel. Some students think that the internship in the hotel is to study, and they do not need to work, and they rarely experience hard work, squeamish and willful, and do not obey discipline before entering the hotel internship; However, most students are unable to adapt to the greater labor intensity after arriving at the hotel, and show a natural rebellious psychology to the rigid management of the hotel's rules and regulations, strict hierarchical organizational structure and unquestionable orders, and a series of problems also appear, such as negative slacking, resistance to management personnel, and finding excuses to interrupt internships.

First of all, we must be considerate of others and not self-centered. To build a good relationship with colleagues, you need to learn to think about problems from other perspectives and be good at making appropriate self-sacrifices.

To do a good job, you must often cooperate with others, and after achieving results, you should ask to share them together, and you must not express yourself everywhere and take everyone's achievements as your own. Giving others opportunities and helping them achieve their life goals is essential to managing relationships well.

Thinking about others is also manifested in extending a helping hand and giving help when others encounter difficulties and setbacks. Good relationships tend to be mutually beneficial. The care and help you give to others will be rewarded when you are in trouble.

Secondly, we should be open-minded, good at accepting others and self-respecting. Don't lose time in giving praise to others. However, it is important to be careful not to exaggerate, which can lead to a sense of hypocrisy and loss of trust from others.

Again, master the art of talking to your colleagues. When talking to a colleague, listen to him carefully and give appropriate feedback. Attentive listening represents understanding and acceptance, and is a bridge to the heart.

When expressing one's thoughts, we should be subtle, humorous, concise, and vivid. Subtlety not only shows your elegance and cultivation, but also plays a role in avoiding differences, explaining opinions, and not hurting relationships. Humor is the spice of language, it makes conversations lively and interesting.

Brevity requires mastering what to say when talking to people, and not saying what should not be said. When talking to people, you must be emotionally invested, so that you can move people with emotion. It's vivid.

Of course, in order to master the skills of expressing oneself, you need to practice continuously, and constantly increase your cultural disorders and broaden your horizons.

Finally, make time to mingle with your colleagues. It is also a good way to cultivate one's multifaceted interests and make friends with hobbies. In addition, exchanging information with each other and sharing one's own experiences can lead to a harmonious interpersonal relationship.

Making good relationships is an art. All people need continuous learning and practice in order to become proficient. I hope you can make a self-analysis according to your specific situation, so as to break through the fence of self-enclosure, and build a harmonious interpersonal relationship.

Keep your eyes open and know the needs of others.

Do your job.

In the increasingly competitive hotel industry, how to achieve a hotel that satisfies customers and can be trusted? Under the premise that the hardware of the hotel is really coarse, the problem of service is particularly important! So, what kind of service to do and how to do such a service?

Here are a few of my takes:

In the daily service work of hotel waiter training materials, there are often several wrong concepts and consciousnesses, which are not conducive to improving the quality of our services

1.When the needs of hotel waiter training materials do not conform to the working procedures or service procedures of the bath service, if the needs of the guests are legitimate, we often do not try our best to start from the perspective of the guests, be anxious about the guests' anxieties, think about what the guests think, and do everything possible to meet the personalized needs of the guests. We only pay attention to standardized services and ignore the concept of personalized services.

2.It is inevitable that there will be some small negligence and small mistakes in the work of the hotel waiter training materials, but when the problem arises, the staff often just cover up or try their best to find some excuses for themselves to make up for the mistakes, which makes the guest's feeling worse and worse, and even leads to the guest's radical behavior and language.

3.It is indeed the customer's fault, but the staff lacks the understanding of the service concept of "giving reason to the guest" and "the guest is always right" advocated by the hotel waiter training materials. Therefore, it will not give the guests a NTU to hurt the guests' self-esteem and face, so that the contradictions will intensify and cause the guests to complain.

4.Sometimes the quality of the guests is low, and the service staff thinks that such guests are not worthy of "God", and they are bored with the reception, and the look of disdain is overflowing.

Seen in the awareness of the above problems, in order to avoid the occurrence of the above incidents in the daily work of the application of professional five tone service. Namely:

1.Greetings (e.g. hello).

2.Service sound in reception (e.g. sorry, excuse me, please ask .......)）

3.When you get help from others, you should have a thank you voice (e.g. thank you).

4.Apologize for doing something wrong or not doing something (e.g., I'm sorry, I didn't do my job!). ）