Hotel management expertise

Professional knowledge of hotel management

If you want to enter the hotel industry, you must first master certain professional knowledge of hotel management, so today I have compiled some professional knowledge of hotel management for you. Get up and take a look.

Section 1 Service Awareness

After entering the society, waiters cannot appear in the society as students. They must deal with the people in the workplace well. In relation to each other, we should pay attention to the connection and cooperation in work, pay attention to unity, and pay attention to overcoming one's own personality. Make your personality popular. First, recognize your own shortcomings and discover your own shortcomings and the strengths of others. Don't be jealous. You must humbly ask for advice and learn from the old waiters and strive to surpass them. You must have strong organization and discipline.

1. The concept of service

1. Restaurant service

Full-time staff provide dining customers with a rich and diverse series of dishes and beverages. oriented service work. This kind of service not only has strict service procedures and operating specifications, but also must follow specific courtesy and etiquette. So how do we understand the service work we are engaged in?

A. We provide dining services for guests and achieve the purpose of spending money for guests to enjoy.

B. For the sake of restaurant efficiency and profitability.

C. In order to get a good salary for myself.

D. In order to develop your future, cultivate yourself.

2. Five major motivations for dining

A. Hunger (physiological) B. Adjusting daily life (safety) C. Social needs (social) D. Habits (respect) E. Reduce disharmony (Seeking inner balance or showing wealth, self-realization).

3. Three major physiological needs.

A. Energy B. Feeling C. Living environment.

2. General service policy

Waiters should serve with a smile and adhere to the eight-character policy: proactive, enthusiastic, patient and thoughtful. Smile can not only harmonize the good relationship between customers and waiters, but also reflect a person's beautiful soul and noble sentiments. It can also express the waiter's welcoming emotion to customers, give guests a comfortable feeling, and make customers come happy and leave satisfied.

3. Smile training

Smile: Laughter is a subjective emotional response of people to objective social life phenomena, and smile is the smile that best reflects people’s optimism. , a special language of happy and enthusiastic emotions. The smile in service work should come from inner love, a true expression of emotion, a slight smile, not obvious, silent, enthusiastic, kind and kind, reflecting the essential and natural beauty of people.

1. Smiling is a symbol of self-confidence

2. Smiling is a full expression of concierge cultivation

3. Smiling is a reflection of getting along with each other in harmony. Smiling is a sign of interpersonal communication. A pass for communication

4. Smiling is a sign of mental health

5. Smiling is a requirement of business ethics

4. The importance of restaurant service< /p>

1. Restaurant service is the window of the enterprise: Restaurant service is a job that directly contacts guests. The service time is long, and the quality of service directly affects the reputation of the enterprise.

3. Close the relationship between the company and its customers: most companies are repeat customers. Repeat customers are also "an advertisement, a leaflet" and we should do everything possible to meet the legitimate needs of the guests.

5. Characteristics of catering service work

1. Difference: The instability of service objects and the variability of service quality directly affect the service quality.

2. Synchronicity: Restaurant service work has both service and sales functions.

3. Intangibility

4. Disposable.

Section 2 Etiquette and Etiquette.

From the perspective of personal cultivation, etiquette is an external manifestation of a person's inner cultivation and quality; from a moral perspective, it is a code of conduct, code of conduct or standard practice for treating others; From a communication point of view, it is an art applicable to interpersonal communication, and it is a communication method or method; from an aesthetic point of view, it is a form, and it is the inevitable externalization of the beauty of people's souls.

1. Basic principles of etiquette

1. The principle of respect refers to showing sincere respect for others when giving gifts

2. The principle of equality refers to Treat others with courtesy in interactions, and neither be arrogant nor groveling when dealing with others.

3. The principle of self-discipline incorporates one's own behavior into rules, and always uses moral beliefs and behavioral standards to govern one's words and deeds without the prompting or supervision of others

4. The principle of tolerance It means to treat others with tolerance and not to care too much about personal faults

2. The concept of politeness

Politeness refers to the thoughts and behaviors of harmonious coexistence between people. It is humility and respect in language and actions. The expression of respect for others is reflected in people's speech and behavior. The performance in restaurant service is: "treat each other with courtesy and serve with a smile".

1. Eleven words of polite language: "Hello, hello, please, thank you, sorry, goodbye".

Polite expressions can also be divided into: A. Salutation B. Farewell language C. Greeting language D. Congratulations E. Farewell language.

F. Apology G. Inquiry H. Invitation I. Response J. Thank you.

2. Requirements for polite language

A. Use honorifics when speaking, and the tone should be steady and kind.

B. Speech should be elegant, concise, clear, unambiguous, and not wordy.

C. Speak tactfully and enthusiastically, not harshly or coldly.

D. Be good at listening to guests. Do not interrupt guests, brag or complain, let alone argue with guests.

E. Pay attention to the art of language and strive to be semantically complete and grammatical.

3. The four languages ??to be eliminated.

A. Disparaging language B. Annoying language C. Negative language D. Fighting language.

3. The concept of etiquette

Etiquette refers to various habits and rituals such as showing respect to others and congratulating others, such as bowing, saluting, greeting and seeing off guests, etc. Etiquette can also be said to be another expression and extension of politeness

In daily life, when we interact with different people at different times and places, we will use different social etiquette. To communicate, here are some common social etiquette.

1. Greeting etiquette 2. Address etiquette 3. Welcome etiquette 4. Operating etiquette 5. Appearance etiquette 6. Banquet etiquette.

Five firsts:

A. Female guests first, then male guests B. Guests first, then hosts C. Leaders first, then generals.

D. Put elders first, then younger ones. E. Put children first, then adults.

Five tones:

A. A greeting tone when meeting someone. B. An answering tone for asking. C. A thank you tone for helping.

D. There is an apology sound for disturbing you. E. There is a farewell sound when saying goodbye.

4. Polite requirements in service work

1. Requires initiative, enthusiasm, humility, patience, sincerity, civility, thoughtfulness, and affability.

2. Accurate, popular, concise, pure and enthusiastic.

3. As an excellent waiter, you must put yourself in the customers’ shoes at all times, solve problems, be diligent, be careful with your words, keep an eye on all directions, and listen to all directions.

The Four Diligences: Diligence with the eyes, diligence with the mouth, diligence with the hands, and diligence with the legs.

Eyesight and Diligence: Accurately judge the customer's requirements based on the coming and going of the guests, the level of their meals, and their behavior, and provide prompt and proactive satisfaction.

Be diligent: Answer all questions and respond to calls. Arrive before anyone arrives, take the initiative to introduce and ask about relevant information, and respond in a timely manner.

Hand and leg diligence: Always check carefully around the table or area that I am responsible for, and arrange, clean, collect and deliver in a timely manner.

5. Knowledge of politeness in service work

1. Reception politeness.

A. Open the door to greet guests when they enter the restaurant. Ask guests to go first, then pull up their chairs and give up their seats as a welcome gesture.

B. Let the elderly, weak or guests with children sit first to show respect.

C. If there are more guests than there are fewer seats, let the guests rest in the rest area first and ask for their opinions about the meal, and arrange their seats in time.

D. The waiter does not extend his hand to shake hands with guests, especially female guests.

E. When introducing dishes to guests after they are seated, they should have an upright posture, be natural and generous, and smile. They should not lean on tables and chairs, bend over tables, let alone touch ears, stretch, yawn, or pick teeth, etc. .

F. When guests leave, open the door to give way to express welcome.

2. Act politely.

A. Walk and stand with a correct posture and do not bump into people. When traveling with guests, let them go first. When walking opposite a guest, take the initiative to stop and give way. Stand without leaning on the wall, without shaking your head or gesticulating.

B. Walk with light legs and hold doors with light hands. Move quickly when picking up and placing items, and handle them with care. (Sanqing).

C. Don’t fight, laugh, hum, or shout loudly while working. If you answer a question from a distance, you can nod or wave to show that you understand, and don't ignore it.

D. When talking to guests, maintain an upright posture, be cordial and natural, be warm and kind, and do not put your hands behind your back, or akimbo or legs crossed.

E. Do not criticize or ask prices for guests and their belongings, and are not allowed to touch them.

3. Polite language.

A. When speaking to guests, please speak first and your words first. The tone should be tactful and the meaning of the words clear. Do not rush to talk or interrupt the guest's conversation. When answering guests' questions, be realistic, don't talk nonsense about things you don't know, and answer all questions.

B. When guests are talking, do not interrupt or interrupt. When you need to find a guest who is talking to you, you should not interrupt the guest suddenly. You should stand aside so that the guest understands that you have something to say, and then say what you want to say. You can also say what you want to say to the guest during the conversation.

C. Address guests politely, generally calling them Ms., Miss, or Mr.

Section 3 Appearance

Good appearance, appearance, and deportment are the basic conditions and requirements for working in the catering industry. The speech, behavior, mental outlook, and appearance of the catering industry staff will leave a deep impression on the guests and create a good feeling during the meal.

Shaping of appearance: Continuously improve self-cultivation, cultivate moral character, cultivate sentiments, improve aesthetic ability, and at the same time form a positive world view, so that you can always maintain a healthy body and mind, an optimistic mood, and be confident, innovative and Enterprising, full of energy and charm. And appearance is a person's appearance or external image. Appearance is not only a matter of personal preference, but also a comprehensive reflection of a person's aesthetic taste, mental state, civilization level, and cultural accomplishment.

Main factors that make up the instrument:

1. Natural factors: refers to the natural qualifications of the human body, including facial features, face shape, hair, skin color, body shape, limbs, etc., which is what people often say. The appearance is mainly determined by genetic factors

2. Exterior factors: refers to an appearance formed by decorating oneself through artificial methods, such as clothing, beauty makeup, etc. Therefore, our work clothes must be neat, uniform and standardized

3. Behavioral factors: Behavior is people’s activities under the control of certain thoughts, emotions and will, which includes people’s posture, expression, behavior and conversation, etc.< /p>

1. Appearance requirements for male and female employees

1. Appearance and posture

Restaurant waiters must first be dignified, generous and well-proportioned.

2. Hair

Hair should be combed neatly and tidy, and do not follow popular hairstyles; have regular haircuts and hairdressing, and use hair oil appropriately, but there should be no special smell or dandruff. Not to mention dyeing your hair. The male waiter's hair cannot go past the ears. Waitresses' hair must not go past their shoulders, and long hair must be worn with a hair cover.

3. Face

The face should be kept clean at all times. Eye frames, earrings and exaggerated accessories are not allowed.

Male waiters cannot grow beards, nose hairs cannot be exposed, and acne and other acne must be treated immediately. Waitresses should wear light facial makeup and light lipstick before taking up their duties. Do not wear heavy makeup or use overly strong perfume.

4. Hands

Nails should be trimmed regularly and kept clean. Waitresses are not allowed to apply colored nail polish. Waiters and waitresses are not allowed to wear any jewelry except watches and wedding rings. Wash your hands before eating and after using the toilet.

5. Clothing

When taking up the job, you must dress uniformly according to the company's requirements. The uniforms must be clean, pressed and well-buttoned, without damage or oil stains. Wear relevant documents issued by the company.

6. Shoes and Socks

Male waiters should wear black or dark blue socks. Waitresses should wear flesh-colored stockings that do not come off, have no seams, or have holes, and avoid exposing the stocking cuffs. Leather shoes or cloth shoes are suitable. It is required to fit well, be worn well and fastened, wipe it regularly and keep it clean and shiny.

7. Oral cavity

Try to avoid eating onions, garlic, leeks and other foods with strong odors.

2. Appearance requirements for store personnel

1. When working in the store, you must wear a full set of uniforms as required;

2. Hair - hairstyle should be neat and tidy , and comb them neatly, and do not cover your face. Men's hair must not be longer than their collars and they must not grow beards. Any hairstyle must conform to local good customs;

3. Nails - trim nails regularly, and no nail polish is allowed;

4. Accessories - according to store hygiene requirements, during work , it is forbidden to wear any jewelry (including watches) on the hands;

5. Make-up - women should wear moderate make-up, and light makeup is appropriate;

6. Hygiene - it is strictly prohibited to wear makeup at work Smoking or eating snacks in the place to maintain cleanliness, safety and hygiene;