What qualities should the staff engaged in homestay have?

What qualities should a hotel employee have? As an employee engaged in hotel services, due to the particularity of the working environment, in addition to having good professional knowledge and skills, they should also have:

1. Professional ethics

Professional ethics refers to the behavior principles and basic norms that hotel employees should follow in their professional life, and is an important part of professional quality. Hotel staff should have professional ethics: love and dedication; Selfless dedication, honesty and trustworthiness; Law-abiding, polite, etc. ; Sincere and fair, reputation first, etc. As a hotel employee, good professional ethics is one of the necessary professional qualities, the most common and basic moral requirement for employees, the premise and foundation for doing a good job and one of the necessary conditions for personal development. Good professional ethics helps employees to love the hotel industry they are engaged in, correct their attitude towards study and work, improve their sense of performing their duties, study their business assiduously, enhance their service skills and provide quality services to their guests.

2. Hotel service consciousness

Service consciousness refers to the enthusiasm, thoughtfulness and initiative of hotel staff to provide good service to guests, which is the key to improve hotel service quality. Marriott, the founder of Marriott Hotel, believes that "life is service, and we always live in an environment of serving others and being served by others". Establishing service consciousness is the premise of hotel employees, and it is also one of the most basic professional qualities of employees. Service consciousness comes from the heart of service personnel, which is embodied as follows: employees should treat customers with a smile; Always pay attention to and meet the needs of guests; Warm and thoughtful; Treat every guest kindly, sincerely and equally. Only with a good sense of service can we provide warm and thoughtful service to our customers and cultivate loyal customers.

3. Communication skills

The interpersonal relationship in the hotel is very complicated. In hotel service, hotel employees need to handle the relationship with guests, colleagues and superiors and subordinates, which requires hotel employees to have a strong sense of communication, master communication principles, have good communication skills and abilities, actively communicate with colleagues and superiors and subordinates, resolve misunderstandings and contradictions in interpersonal relationships in time, and learn to listen to different opinions and suggestions. Some problems in the service process also require employees to actively communicate and coordinate with appropriate methods in order to establish good interpersonal relationships, work effectively and achieve career success in complex and changeable social interactions.

4. Hotel English application ability

With the development of tourism, the number of foreign guests received by the hotel industry is increasing rapidly, especially when the 2008 Olympic Games is held in China, the hotel has greatly improved the requirements for employees' English application ability, and English is becoming more and more important as the basic quality of hotel employees. As a communication service tool, if the hotel's English expression ability is not strong and it can't communicate well with the guests, there will be no satisfactory service. The survey shows that what hotel employees lack most is fluent spoken English and hotel professional English knowledge. Hotel staff should have strong English application ability, master the common services of major departments of the hotel and communicate English, have strong oral English expression ability, and be able to deal with foreign guests freely.

5. Ability to cooperate

Willing to cooperate and being good at cooperation are the main cornerstones of humanistic spirit in modern society. Hotel products are the result of teamwork, and hotel work needs the close cooperation of all departments and employees. 100- 1≤0 tells us that only by uniting with the overall situation can we obtain good overall interests. Hotel employees have good cooperation ability, and support each other, cooperate closely, cooperate with each other, respect each other, unite and cooperate with each other, and trust each other, so that the enterprise will have strong cohesion and combat effectiveness.