What should you pay attention to when working as a receptionist in a hotel? It feels quite stressful.

1. Work specifications:

1. The most important principle is: attitude determines everything. The attitude here includes attitude towards work, attitude towards guests, attitude towards learning, attitude towards problem solving, etc.

2. The management philosophy emphasizes a friendly, efficient and warm service atmosphere; we require employees to love this job, maintain a happy working mood, and treat work as fun.

3. When a guest goes to the hotel to buy a cup of coffee, the coffee itself may not make much difference, but how is the cup of coffee served? Can the guest experience respect and smile from the waiter’s service? and recognition, etc., are the differences. We hope that every cup of coffee we serve to our guests is filled with respect and a smile.

4. Every employee (including managers) must have a clear eye and a discerning eye.

5. Every employee (including managers) must have the ability to foresee guest service needs.

6. Only with passion for work can you do everything well.

7. Pursue personalized service: we must not only provide high-quality and satisfactory services, but also give guests surprising services; we must not only think about what the guests want, but also think about what the guests have not thought of.

8. Pursue humanized service: consider everything from the customer's perspective, rather than asking the customer to adapt to us.

9. Pursue zero-defect service.

10. Service is no small matter.

11. The service is endless.

12. Countless little service details (the seat cover of the toilet in winter, the differentiation of toothbrushes and mouthwash cups in guest rooms, etc.) are sublimated into high-quality services that satisfy guests.

13. The inspiration displayed in front of the guests is the most beautiful, high-grade and high-quality thing.

14. Service formula: 100-1≤0.

15. Service criteria: enthusiastic, thoughtful, patient, meticulous, fast, accurate, safe and generous.

16. The tea should be hot, the heart should be warm, the legs should be diligent, the mouth should be sweet, the hands should be nimble, and the eyes should be sharp.

17. When answering the phone, you should smile and be respectful even if the other party cannot see you.

18. Whether it’s a waiter or a chef, when you do something, think more about why you do it. Is there a better way? In addition, you must be able to endure hardships and losses.

19. Everyone should always think in their shoes: if you are a guest,... etc., so that you can understand that the guest spends money to enjoy it and not to be upset.

20. When the waiters are on duty, they should divide the work regardless of family: help when it is time to help, take action when it is time to take action, cooperate to fight, and help each other.

21. Don’t ignore every potential guest. Don't let every guest come to the hotel, even if he only wants a plate of vegetables or a bowl of noodles.

22. Communicate with guests. When communicating with guests, you should pay attention to your speaking skills and avoid blunt and cliche words; you should carefully figure out how to say what you want to say on different occasions and at different times.

23. There is no shortcut to high-quality service. The key lies in on-site management and continuous training. On-site management is reflected in on-site supervision and mobile management; continuous training mainly means that employees need to continuously learn, improve and update knowledge, and conduct frequent simulation exercises. Appraisals must also be kept up, so that employees will have pressure and motivation.

24. In any place in the hotel, when you see a guest, you should smile and say hello to the guest. When the waiter encounters the guest during the course of passing the food, he should do the following: stop, give, and say hello! The bartender and cashier should smile and say hello to the guests who come to the bar!

25. When the greeter at the gate is too busy during the peak period, the female waitress on duty who has not yet arrived should go to the platform at the gate to assist the greeter in welcoming the guests.

26. The waiter must understand the priorities when serving guests: first help the guest to pull up the chair and give up the seat. After the guest is seated, first pour tea and wine; then remove excess tableware and chairs (except for replenishing tableware and chairs) etc. During the service process, the waiter is never allowed to leave his post for more than 3 minutes (including delivering orders, getting drinks, paying bills, etc.)

27. The waiter on duty should face the dining guests; do not turn his back to the guests. Or leaning on the pillar bar, etc., you must always pay attention to the dining status of the guests and provide services to the guests anytime and anywhere; pour drinks/tea frequently, change bone plates and ashtrays frequently, clean the table frequently, order dishes in time, light cigarettes for guests in time, etc. Try to prevent guests from pouring tea, wine, serving soup, lighting cigarettes, etc. If the guest does not smoke, the ashtray on the table can be removed to make the table more spacious, and the tea cup can be removed after pouring the wine.

28. The lobby attendants should frequently patrol the tables and provide services to guests in a timely manner; they should not stand in a daze and not serve guests; they should not allow guests to sit down for more than 30 seconds without being answered or ignored. tea and the phenomenon of guests calling for waiters.

29. The private room waiter must enter the private room during the meal (unless the guest specifically requests an exception).

30. Waiters should use trays when passing dishes and changing dishes and ashtrays for guests. 31. When ordering dishes for guests, the ordering staff should introduce the different characteristics of different cooking methods of each seafood to the guests for comparison and reference.

32. When the serving speed is slow and the guests have to wait for a long time before the dishes are served, the waiter should say to the guests after naming the dishes, "Sir (Miss), I'm sorry for keeping you waiting." "Please use it slowly."

33. When serving dishes to guests, you should announce the names of the dishes; the voice should be moderate and sweet; and should not be weak.

34. When pouring tea or wine for guests, say: "Please take your time"

35. Waiters should pay attention to their words when talking to guests or introducing them to guests. Pace: not too fast! Avoid dull, cold, and smileless facial expressions; stiff and boring speech evidence.

36. Guests check out and leave