What hotel service knowledge do you have?

Hotel service is an intangible and priceless commodity of the hotel, which is sold to guests anytime and anywhere. Service can also be said to be the intelligence and necessary labor to meet the needs of other hotel service personnel. The following is my knowledge of hotel service, I hope you like it!

A little knowledge of hotel service. What's the hotel service? Five tones? What does this mean? Five tones?

A: There are greetings when guests arrive, greetings when guests arrive, thanks when guests get help, apologies when guests interrupt, and farewell when guests leave the store.

Second, the hotel? Four defenses? What do you usually mean?

Answer: Fire prevention, theft prevention, loss prevention (special defense) and accident prevention.

Third, employees to guests? Four completely understand? What is this?

Answer: Fully understand the needs of the guests, their tolerant mentality, their misunderstandings and their faults.

4. What qualities should the front desk staff have?

Answer: 1, good external image 2, resourceful and flexible, adaptable 3, strong interpersonal skills 4, salesman quality 5, Can you talk? Know the way? Pay attention to language art. Wide range of knowledge. Have a strong understanding ability.

5. What is green food?

Answer: Use pollution-free, safe, high-quality and nutritious food labeled with green food.

Six, the three concepts of the hotel

A: 1, healthy; 2. Environmental protection; 3. Safety

Seven, three aspects of security

Answer: 1, fire safety; 2. Public security; 3. Food safety

Eight, the hotel kitchen three problems:

Answer: 1 energy saving 2 consumption reduction 3 garbage disposal.

Hotel service knowledge 1, brand-new service of the hotel: brand-new service makes customers always maintain a brand-new feeling, which is an important factor for the hotel to attract customers. The daily replacement of room supplies, the renewal of small green plants or flowers, the freshness of food and raw materials, and the indoor decoration, furnishings and arrangements for customer activities should all avoid duplication and similarity, so as to keep customers fresh everywhere in the hotel.

2. Neat service: Neat service means that regardless of the grade, the hotel's equipment and facilities must be kept clean and tidy, and the utensils and appliances should be placed neatly and orderly; Second, all kinds of products provided should be clean and hygienic, and the instruments should meet the national hygiene standards; Third, the waiter is comely, neatly dressed and hygienic.

3. Polite service: Polite hospitality will make guests feel at home. Polite service is characterized by friendly smile, sincere welcome, pleasant service, actively satisfying customers' needs without disturbing them, respecting guests everywhere, but keeping their privacy. True courtesy service comes from sincerity and initiative, patience and thoughtfulness. Polite service reflects the management of the hotel, the cultural quality of the staff and the overall level of the hotel.

4. Trust service: Hotel service is based on the good professional ethics and high sense of responsibility of service personnel. Only by highlighting the meticulous, active and enthusiastic service can guests feel comfortable, safe and convenient and win their trust. On the one hand, it provides protection for all possible accidents and gives customers an absolute sense of security; On the other hand, the service provided should be in line with the price, and there should be no cheating, so that guests can have a sense of trust in the hotel.

5. Special service: Hotel management not only needs complete service facilities and entertainment projects, but also needs unique service projects that can win in the market competition. Characteristic service is manifested in different business projects and service methods to attract customers.

6. Efficient service: The efficient service of the hotel is praised by all customers. Fast service is not only reflected in the registration of guest accommodation, but also in the daily service work of hotel departments. We should avoid keeping guests waiting on any small matter. Keeping guests waiting is one of the main reasons for complaints, which reflects the inefficiency of the hotel.

7. Sense of belonging service: All the facilities and services in the hotel are prepared for the arrival of customers, so customers should feel at home. To do this, the waiter needs to offer a love on the basis of knowing more about the habits and personal preferences of the guests, so that the customers can feel that this is my hotel. In this way, the hotel will not only benefit from the guests for a long time, but also make the guests become permanent salesmen of the hotel.

8. Special service: This is the service provided by the hotel to facilitate the special needs of customers. Featured services are mainly extra services provided to customers free of charge, such as giving drinks, providing information, contacting cars, etc.

9. Pay attention to service: Paying attention to service is often neglected in hotels, and customers pay special attention to these subtle services. For example, if a customer stays in the same hotel the next day or the second time, the service staff can call him by his name. At this time, he will feel valued and happy.

First, they will directly complain or complain, which is generally handled by the corresponding customer service department of the hotel. This situation is more beneficial to the hotel. Because this is a virtuous circle, at least let us know that we have not done enough in some places, and we can take corresponding measures to improve it and make it further perfect. If customers don't tell us, continue to keep silent, or because they are dissatisfied, they think we are hopeless and go straight to their competitors without saying a word, which is even more terrible. We don't even know where we are wrong, because the customer ran away and took all our mistakes away, and we were kept in the dark forever. There was no chance to turn over a new leaf, even until we were squeezed out of the market. I don't know why.

Secondly, customers complain to family, neighbors, relatives, friends and even all familiar people and spread bad information about our hotel to them. This kind of negative publicity is very harmful and tends to magnify the problem. Passing this negative impact on others, the only result is that we have lost more potential customers, even prospective customers.

The third is to complain directly to the management departments such as the Consumers Association. If it indirectly causes media reports, the situation will be difficult to control.

Therefore, in order to safeguard the interests of enterprises and cultivate customers' loyalty, we must deal with customers' complaints and even complaints at these critical moments.

We must understand that the purpose of this is to establish a long-term cooperative relationship with customers, not short-term cost savings. When dealing with customer complaints or complaints, our remedies should focus on customer loyalty, not just thinking that we are dealing with a customer complaint. We should regard the failure of our service as an opportunity to strengthen customer relations. Experts show that those dissatisfied customers will eventually have higher satisfaction than those who are satisfied for the first time after experiencing a high level of excellent service recovery, and may patronize again. Moreover, there is a linear causal relationship between customer satisfaction and corporate profits. Practice has proved that 90% of the profits of manufacturers come from ordinary customers, 3/ 10 from satisfied customers and 6/ 10 from loyal customers.