Reflections on Hotel Training

One day, the hotel received a complaint from a guest with a certain cultural background. The guest wrote a long letter of complaint with great care. In order to make the hotel do better, I thanked the guests and gave us a warning lesson. The hotel responded quickly every time and followed up the matter properly until the guests got very satisfactory results. Afterwards, I sent this letter to all departments and made up my mind to change this phenomenon. Soon, the service of the hotel has been greatly improved than before, which has been affirmed by many guests.

Looking back now, I feel a lot. Let's talk about our own views according to our personal understanding and encourage our peers. Let's not talk about many aspects. I think there are some objective factors for so many strange phenomena. The other one has a lot to do with poor communication between our management and employees, as well as some grassroots training. So I want to ask the first question, communication between management and employees. I don't want to say more. If you can't communicate with employees, you can't blame employees for being stupid. It is more important to reflect on whether you have no ability to make employees understand. The second question, grass-roots training, is a very important aspect. It's not that we don't usually give employees training, but that the training is not deep enough. Of course, there will be some perfunctory reasons such as insufficient personnel. These are not problems. The question is whether the trainer is really trying to make the students accept and copy some of your things. Employees have not received enough basic training, and I don't want to analyze the reasons too much. I say some training methods or cases according to my own personal experience.

Hotel basic training has two key points, one is intensive training of consciousness and the other is practical training. Only by combining the two can qualified service personnel be trained.

Regarding the training of consciousness, the author admired their training when I was engaged in pyramid schemes. Although pyramid selling is essentially a kind of commercial fraud, it is also positive from different angles. Why many people can't figure it out when they are selling pyramid schemes is to instill this awareness in people. Let people take the initiative to understand it, to engage in it, habitual verbal reminder. Man-made adjustment of mentality, as well as active communication with people, normalize these things, and many subtle influences can eventually cultivate some people's strong consciousness. The second is practical training. Practice training needs to be strengthened more than consciousness training. This should be learned from the PLA. There is no shortcut. If you want to become stronger and operate more standardized, you must practice, study hard and practice hard. If you don't do it once, twice or twice, do it three times, practice it ten times, eight times and hundreds of times, and never get familiar with it. From familiarity to proficiency, from proficiency to proficiency to ease of use, this is practice. Shortcuts are the last word in practice. Some people may have heard of selling oil Weng, but they are familiar with it. How to be familiar with your hands? You just have to keep practicing, practicing. There is also a very important training. We call it driving training. How to drive? New employees, especially interns, may lack service awareness or solid enough, and have no actual combat experience. At this time, it is often easier to get lost, so the best way to find a direction is to find someone to learn. It is human nature to learn from others. We have been learning from others since childhood. If they can't find someone to learn from for a while, these new employees are likely to start to get confused and don't know what to do. Therefore, sometimes employees make mistakes, and the management must first understand them clearly, instead of a sweeping scolding. If you scold like this, on the one hand, it certainly shows your unique courage as the top management and can scare people. On the other hand, you block the only door for employees to communicate with you. Many waiters or grass-roots staff don't know how to do the best, so what should you do at this time? The best way is to give employees a direction and do it for them personally, even if it is intentional or unintentional. If you can't do it yourself, then find a supervisor or foreman with solid basic skills to do it again, so that employees can know the basic standards and gain the awareness of active service.

Of course, if you want employees to take the initiative to learn from you, there is another aspect, that is, sometimes you have to throw away the high shelf and be on an equal footing with employees, otherwise you will be there cross-legged, you will not know whether you are doing well or not, and you will have no participants. Over time, it's strange not to hate you.