What qualities should the front desk attendant have?

What qualities should the front desk waiter have

What qualities should the front desk waiter have? Waiter is a profession chosen by many people. Waiter's quality refers to the waiter's efforts or skills to provide effective services to customers. The service quality of restaurant staff includes service consciousness. Let's take a look at what kind of quality the front desk waiter should have. What qualities should the front desk attendant have? 1

1. Dignified and generous temperament, neat and clean appearance < P > The external image of the front desk attendant is very important. Waiters don't ask how beautiful they are, but it's important to be dignified and generous. This temperament comes from the love and confidence in service work, which can bring a pleasing feeling to customers.

The image of the waiter at work not only represents personal characteristics, but also represents the impression of the front desk. Neat and clean clothing appearance can show the youthful vitality of waiters and the professionalism of front office management. Therefore, the catering industry must pay attention to the neatness and cleanliness of employees' clothing.

2. Warm and sincere personality and friendly service attitude

In addition to selling the food and drinks provided, the front office needs to dedicate high-quality services to the guests. Therefore, the front desk attendant should have the concept of "customer first" and "customer". Friendly service attitude and affinity are necessary to serve customers, so as to narrow the distance between customers and waiters.

The front desk attendant should have a warm and sincere working enthusiasm, be able to receive every customer with a kind and natural smile and sincere attitude, and always put himself in the customer's shoes, so that customers can enjoy the atmosphere of being at home.

3. Good communication skills and professional sales skills

The front desk attendant is the person who directly contacts the customers in the front desk. Different customers have different consumption habits. For customers' questions and needs, waiters should put forward unique opinions through flexible speaking methods and skills to convince customers and promote the smooth progress of service.

4, the corresponding knowledge quality, diligent and self-motivated to learn

Front desk attendants are not simple manual workers, they need to have the corresponding knowledge quality and be diligent and self-motivated to learn. With the progress of society and the development of technology, the front desk attendants need to keep learning. We should not only learn catering professional knowledge and customer psychology knowledge, but also learn computer-related knowledge, and some of them need to learn foreign languages.

5. Proactive and responsible spirit, indomitable perseverance that is not afraid of hardship

Front desk attendants need to have active and responsible spirit and keen eyes, instead of "turning a blind eye". As long as you see the customer's actions that need service, you should take the initiative to serve. Active and positive service attitude is the embodiment of an excellent waiter's mental outlook.

Job responsibilities of the waiter

1. Tidy up gfd, put on light makeup, arrive on time, don't be late, leave early, obey the leadership and command of the front desk foreman, and finish the task seriously and quickly.

2. before going to work, know the number and time of dining, know whether there are other special requirements for the guests, and do a good job in personalized service.

3. Before the formal dinner, carefully clean the tables and chairs and the front hall according to the foreman's arrangement, lay the table in the front hall, and prepare all kinds of supplies to ensure normal business use.

4. Stand at the appointed time, smile naturally on your face, and greet the guests with full spirit.

5. When the guests arrive, arrange the guests to sit in time, add or remove seats according to the number of people, and take the initiative to pull the chair (putting clothes first) to introduce the characteristics and business nature of our store.

6. When serving the dining room, please always say thank you at the beginning, always use polite language and smile, ask for tea, pour tea and send towels for the guests in time, introduce the ordering method, ask for drinks from the guests and sign up for the price.

7. When serving meals, communicate with the guests more, and answer any questions. If you don't know, you should answer the guests politely. If necessary, you should ask clearly before answering, and avoid arrogance, rashness and annoyance.

8. Pay attention to all the conditions of the guests and the front desk at any time during the meal, so as to achieve better cooperative service and satisfy the guests with convenient and high-quality service.

9. When operating, you must use a tray to avoid spilling tea and vegetable juice. You should arrive at the service meal with sound, so as not to collide with the guests. You should apologize to the guests immediately if you make mistakes in your work. What kind of quality should the front desk attendant have? 2

First, master the service skills skillfully. Providing users with high-quality services quickly and accurately is the basic quality that an excellent service personnel should have. Whether it is business skills or products, you should memorize them by heart and answer them like a stream.

second, strictly implement the service standards. Welcome users with a smile, and use civilized terms, such as "Hello", "What business do you need to handle", "Please walk slowly", etc., treat users with patience and care, and win the trust of users with standardized services.

third, understand the needs of customers. We should be good at observation and communication, analyze and understand the needs of different users, and provide intimate and assured services for users.

fourth, have an optimistic and inclusive attitude. Customer service personnel should have an optimistic and tolerant attitude, always keep a happy mood at work, and occasionally encounter unexpected situations. We must adjust our mentality with the service principle of "the customer is always right" and resolve the bad mood of customers with a broad and inclusive heart.

1. Appearance and manners

Dress neatly, generously, with a smile, initiative and enthusiasm, and pay attention to etiquette and politeness. Moreover, the mind is sensitive, the memory is accurate, the expression is natural, pay attention to the guest's expression, pay attention to the guest's movements, and master the guest's psychology.

2. Language

Language skills with beautiful language, pleasant tone, appropriate content and flexible strategies. Must master the basic conversation, pronunciation standard and accurate expression of one or two foreign languages.

3. Behaviour

An excellent front desk attendant should stand up to standard, behave properly and behave generously.

4. Business operation skills

Front office attendants must be able to skillfully and accurately complete their jobs according to procedures.

5. adaptability

adaptability is a special service skill and quality that front office attendants should have. What qualities should the front desk attendant have? 3

What qualities should an excellent room attendant have? 1. Good conduct and good professional ethics.

Due to the characteristics of their posts, the staff of the housekeeping department, especially the floor attendant, will often go in and out of the guest's room and have access to the guest's luggage and articles, including some valuable money and things. If you don't have a good moral character, you will get evil thoughts when you see money, and you will steal the guests' belongings by taking advantage of your work, which will bring immeasurable losses to the image and reputation of the hotel.

2. Good working attitude, down-to-earth and hard-working.

The housekeeping department's main job is cleaning and sanitation, such as room hygiene, public hygiene, washing clothes and linen, etc. Therefore, employees working in the housekeeping department must be not afraid of dirt, work hard and have the spirit of hardship.

3. Have a strong sense of hygiene and service

Since the housekeeping department's main job is cleaning and sanitation, in order to do this job well, the waiter must have a strong sense of hygiene and service, otherwise it will be impossible to do the housekeeping department's job well and provide satisfactory services to the guests.

4. Master the basic knowledge of facilities and equipment maintenance

There are generally many facilities in hotel rooms, such as various lamps, air conditioners, carpets, curtains, stereos, televisions, writing desks, etc. Although these facilities should be taken charge of by hotel engineers according to hotel regulations, the housekeeping department should be responsible for the usual maintenance work.

Attendants in the housekeeping department must take advantage of the opportunity of cleaning in the guest room every day to do a good job in maintaining these facilities. Moreover, some small maintenance projects, such as changing fuses, changing power sockets, changing light bulbs, etc., are generally handled by the housekeeping department. It can be seen that the waiters in the housekeeping department should have certain maintenance knowledge of equipment and facilities.

5. Have a certain level of foreign language

When receiving foreign guests, the waiter should be able to provide services to the guests in an appropriate intermediary language. Otherwise, once you meet a guest from abroad, the housekeeping staff can't provide services with intermediary language, or even make some jokes, which will affect the service quality and seriously affect the image of the hotel in the eyes of the guests.