Kneel for the training plan of housekeeping department

It is a ceremony to pay tribute to others, a general term to show respect, and a respectful attitude towards others. Etiquette is etiquette formed by customs and habits. Appearance, appearance and manners are the moral norms for dealing with people. Etiquette is a ceremony to pay tribute to others. Appearance is the appearance of a professional, including dress, appearance, posture, graduation and behavior.

Second, strictly abide by the operating etiquette and operating norms in the service?

1. No smoking, no snacks.

2. Quiet, keep quiet in the workplace and keep quiet in grand occasions.

3, three lights and one quick, light operation, light talk, light walk, neat action and fast service.

4, three understand, understand the customs of the guests, understand life, and understand special requirements.

5, three times, the guests came with greetings, the guests asked with answers, and the guests left with voices.

6, self-esteem, respect for the elderly, respect for women and children, the disabled.

7, five diligence, eyes, mouth, feet, hands and ears.

Three, the five first principles in service?

1, female guests first, then male guests.

2. Take the guest first, then the host.

3. Take charge before the general.

4. The elder comes before the younger generation

5. Children take precedence over adults

Fourth, the language requirements of the waiter?

(Basic terms) Modesty, friendly tone, moderate volume, concise, fully embodying initiative, enthusiasm, courtesy, thoughtfulness and modesty, using appropriate language according to different audiences, using Putonghua for internal guests and daily foreign languages for foreign guests, so as to welcome guests when they arrive and answer questions and say goodbye when they leave.

Verb (abbreviation for verb) How to use the tray?

1, care: scrub the tray clean, and stack clean flower mats and special cloth on the tray, which is beautiful and non-slip.

2. Loading: According to the shape, weight, volume and order of use of the goods, the goods should be loaded reasonably, generally heavy, high and placed on the inside (side), light and placed on the outside first.

3. Lifting the tray: When lifting the tray, take a step forward with your left foot or right foot, lean forward about 30-45 degrees on the desktop, and stick your hands on the desktop. The thumb, forefinger and middle finger of the right hand help the left hand to pull the tray on the left hand, and the left hand is placed on the center of gravity of the tray. Stand still, pay attention to the stability of the tray and grasp the center of gravity at this time.

4. Send: When walking, the tray should be shoulder height, the upper body should be straight, and the eyes should be straight. Don't stick the front tray to the abdominal arm or support. With the rhythm of walking, the tray can swing freely in front of the abdomen, but not too much. Prevent drinks and soup from overflowing, and make the tray elegant and beautiful, which is convenient for inspection.

5. Operation of the tray: the left arm is naturally bent, the upper arm and the lower arm form a 90-degree angle, and the palm is divided into six support points (one edge of five fingers). Hold your palm empty, flat in front of your lower abdomen (subject to navel), and adjust your fingers at any time according to the weight change of each side of the tray to keep the tray stable.

Six, the walking speed of the tray

1, constant step: not only normal walking is used, but also the step distance is even and moderate.

2, trotting: the pace is slightly faster, the pace is slightly faster, and you can't run.

3. Rolling step: not only walking with a shorter stride but also mainly used for soup and wet ground.

4. Step-by-step: Even if one foot is forward and the other foot is forward, it is mainly used to slow down when walking through a narrow place or approaching the dining table.

Seven, the essentials of standing and walking

1. Stand: Hold your head up, chest up, abdomen up, hips up, shoulders steady, arms drooping naturally, eyes looking forward, mouth slightly closed with a smile, hands crossed in front of you, and keep ready to serve customers.

2. Walking: You can lean forward slightly, keep your upper body upright, look straight ahead and smile. Don't shake your shoulders, shake your arms, swing your shoulders back and forth naturally, relax your shoulders, and don't take too big a brisk step to run.

Eight, how to promote sales?

First of all, as a waiter, you should know the knowledge of the goods and related goods handled by your company, and use the language appropriately according to different customers.

Nine, the types of guests and how to serve different types of guests.

1, ordinary: adopt a positive service mode.

2, arrogance: First of all, don't be modest, don't be angry with the guests, don't quarrel, and explain and solve it in time according to reasonable requirements.

3. Silent type: most middle-aged scholars are opinionated, soliciting opinions from guests and showing respect for him everywhere.

4, impatient personality: life is efficient and sloppy, and young students are more likely to get angry. The waiter should keep calm and explain the problem in time.

5, social type: most male salesmen are very talkative, and the waiters are very thoughtful and careful. This kind of person is more reasonable.

6, solid implementation: it is not easy to argue for the elderly, and it is not easy to interfere with the behavior of guests.

7, nagging type: it is not easy to talk about middle-aged people, but it will affect work.

8. Waste type: nouveau riche, rich children, face-saving, demanding, waiters sell high-end dishes and drinks for guests, not standing and listening, but according to daily service.

X. Types of China Tea

Tea has a history of more than 4,700 years and spread to more than 40 countries.

Function: Tea can not only relieve summer heat and thirst, but also help digestion, prevent intestinal diseases and clean injured products (including gunshot wounds, knife wounds, snake bites and burns).

1, green tea: non-fermented tea, West Lake Longjing, Dongting Biluochun, Huangshan Maojian.

2. Black tea: all kinds of fermented tea, Yingde black tea, yunnan black tea black tea, Sichuan black tea and Qimen black tea.

3. Oolong tea: Semi-fermented tea is produced in Fujian, Guangdong and Taiwan Province provinces. There are five kinds of Wuyishan Narcissus tea, Oolong tea and Tieguanyin tea.

4, scented tea: also known as scented tea, scented tea is smoked from dried flowers, and the varieties are jasmine tea and Zhulan tea.

5. Pressed tea: black tea foam and green tea are used as raw materials, which are softened by cooking and pressed into various lines, and divided into brick tea, Pu 'er tea and Tuo tea named after Yunnan Pu 'er tea.

6. White tea: not fermented but not twisted. Special teas are mostly produced in the mountainous areas of northeast Fujian, among which Bai Mudan, Shoumei and Yinzhen are the most precious.

Sauna: Originated in ancient Rome, it uses charcoal and flint as raw materials to increase heat, prevent colds and keep fit.

Heat source: electric furnace and special sauna stone (iron, potassium).

Items used: hourglass, wooden bucket, wooden spoon.

How to use: hot and cold water bath

Rinse with warm water and enter the sauna room at 80 degrees, then enter the ice water bath for 3-4 seconds and then enter the sauna room for 2-3 times.

Matters needing attention in handling: 1

1, go to the sauna without eating or smoking.

2. The exerciser enters after a break 10 minutes.

3. Cardiovascular patients are prohibited.

4, can not exceed 0 degrees below.

5. The time cannot exceed 15 minutes.

6. Young people should wash less.

Twelve. Identification of beer

The raw material of beer is malt, which can be divided into canned beer, draft beer and bottled beer according to the outer packaging.

1, identification: 1), color 2), smell (malt flavor) 3), taste (bitter and refreshing)

4) Foam (long-term foam hanging cup, fine foam)

2, alcohol 3-8 degrees

Thirteen, the psychological analysis of guest voting.

1, physiological needs: basic physiological needs include food, clothing, housing and transportation. Hotel guests demand delicious food, well-equipped clean rooms and comfortable environment.

2. Safety requirements: In hotels, guests need strict security measures to ensure their personal safety is not threatened.

3. Group demand: guests need to be received politely by the service staff and feel welcome, just like the care of family members and the friendly help of friends.

4. Self-esteem needs: people need to be respected by others, be "Mr. Miss" or invite guests to eat and stay in hotels to make themselves feel valued.

Fourteen, the importance of handling complaints

Being able to effectively handle guest complaints is beneficial to both the hotel and the department.

1, to enhance the confidence of the complainant.

2. Improve job satisfaction.

3. Keep the guests' good impression of the hotel and make them come again.

4. Maintain the good reputation of the hotel.

15. Identify complaints about guests: by observing the guests.

1. Characteristics of angry guests: serious expression, angry or even hostile attitude, broken tone, emphasis on giving orders loudly, and no requirement for standing or sitting upright.

2. Hide angry guests: They keep doing little tricks, such as impatiently slapping their hands, blushing, frowning and even gnashing their teeth. The tone is not high, but the short speech is ironic and vulgar.

Sixteen, ten steps to deal with guest complaints

1, listen.

2. Stay calm: Try to take the complainant away, avoid affecting other guests, avoid hostile or preventive reactions, stay calm, and don't quarrel with guests. Remember, guests are always guests.

3. Show understanding: Try to show understanding to the guests' feelings, such as "I know how you feel, I have encountered it before". Be careful not to say that this is the hotel's fault, as long as you understand the guests' problems and complaints.

4, aware of the guest's self-esteem: try to maintain and enhance the guest's self-esteem, such as "I'm sorry you have such trouble", which can show that you attach importance to the guest, often mention the guest's name, do not try to downplay the seriousness of the guest's complaint, which is a serious problem for the guest, otherwise it will not be reflected to you.

5. Let the guests realize that you pay attention to the problem, instead of telling them that it is the fault of the previous class or a certain department. Under no circumstances can you insult the guests or handle things improperly.

6. Record the main points of the event. For example, if other people participate in solving this problem, it will save time and calm the excitement of the guests. More importantly, recording what the guests say is a way to gain the trust of the guests. This step will help solve the problem and bring the whole situation under control.

7. Tell the guest the solution, tell the guest what you can do, and provide a variety of options. Don't make any promises about what you can't do, and don't do anything beyond your authority.

8. Set an action time and tell the guests when to solve the problem. You must be very clear not to underestimate the time required for the problem.

9. Monitor the progress of the operation. When the guests make a choice on the solution, they will take action to ensure the smooth progress of the whole action. For example, if they encounter any unknown delay, they should inform the guests as soon as possible.

10. Follow up the results of guests and actions. Even if the complaint has been solved by others, you should contact the guest to find out whether the solution to the problem satisfies the guest, and write a report to write the whole thing through the results of actions and incidents.

17. Polite taboos for customer service

1, when talking with guests, you are not allowed to face the guests with your waist fork pocket.

2. Smile at the guests. When answering the guest's questions, "knowing is knowing, not knowing is not knowing". Ask someone and then answer.

3. Colleagues don't speak their hometown dialect and quarrel in front of guests.

Don't peek at the guest's book or eavesdrop on the guest's conversation.

5. Be ambitious when meeting your superiors or peers.

6. Don't make faces behind the guests, don't make faces at each other, and don't laugh at the casual things of the guests.

7. Give guests objects with both hands.

8. Take the initiative to help obese guests and disabled guests.

9. Try to remember the names of the guests.

Eighteen, common polite expressions

1, Hello, welcome to XX Hotel.

2. How many people are there? Do you have a reservation (what's your room number, please)?

Please let me show you the way.

I am sorry to have kept you waiting.

Please forgive me.

6. Please take care of me.

7. Thank you for waiting. This is tea.

I'm sorry for the delay.

9. Do you need anything else?

10, what can I do for you?

1 1. Glad to serve you.

12, please give us more valuable comments.

13, would you please come with me to the cashier's office to settle the bill?

14. Are you satisfied with my service?

Thank you for coming. Please take care.

16, please go. Welcome to visit next time.

Workplace temporary service standard

(1) Putonghua standard, warm and polite, considerate and responsible, subject to management, cooperate with employees in this department, abide by the employee code, and do a good job.

(2) Be familiar with service skills and cleaning standards, and keep all parts of the department clean and tidy, with fresh air and elegant environment.

(3), stick to their posts, are not allowed to hang out and chat in irrelevant areas, be loyal to their duties, ensure the safety of guests, patrol frequently, find problems in time, solve problems, and report to the superior supervisor immediately if they can't solve them.

(4), responsible for checking the operation of the equipment, found the problem in a timely manner to the superior to submit maintenance projects.

(5) Remind the guests to take good care of their belongings, do not arbitrarily reduce the service process stipulated by the department, and make reasonable arrangements according to the requirements of the guests.

(six), fill in the document, clear handwriting, neat handwriting, shall not be omitted.

(7) If any left-over articles are found, they shall be immediately handed over to the minister or supervisor, who will then hand them over to the assistant manager at the reception desk for safekeeping and make records for future reference. If a guest claims it, he must go through the assistant manager in the lobby and ask the guest to describe the characteristics of the item in detail (such as mobile phone, BP machine, etc., please check it by phone), show his valid certificate and log in for the record before returning it. If it is not collected for a long time, it should be handed over to the company for further processing.

(eight), the guest waiting for service time is limited to 60 seconds, shall not exceed the prescribed time, no ice.

(9) When the guests arrive, they should immediately greet them politely and make reasonable arrangements according to the requirements of the guests.