Basic requirements of hotel service

Excellent service is the loudest business card of the hotel.

The service level of employees plays a key role in the guest experience. In daily work, how to achieve quality service needs to start from the following aspects:

Standard manners and gestures

Standard service etiquette is an important embodiment of the professionalism of hotel team members. Standardizing and improving the etiquette and posture of service personnel can lay a foundation for further improving the hotel service level and doing a good job in quality service.

Gfd: (1) Men's hairstyle: no eyebrows in front, no ears on the side and no collar at the back; (2) Women's hairstyle and makeup: no broken hair, no makeup and no jewelry.

Standing posture: the man's hands droop, the right hand holds the left wrist in front of or behind him, the woman's hands are placed at the navel, and the right hand holds the left finger in a T-step.

Table manners: When adding tea or serving food to the guests, stand at the right rear of the guests, with a side of about 45, lean forward slightly, hold the edge of the plate, gently put it on the table and announce the name of the dish, and say to the guests: Please enjoy your meal.

Correct use of polite expressions

When talking with guests, use polite language and smile. Words can't be used in life, and standard polite expressions will greatly increase the points of hotel services.

General customary address: address men as "Mr" and women as "Ms".

Last name, title:? Such as "Secretary Zhang" and "Liu Jingli".

Use standard terms such as "you", "please" and "thank you".

Talk with guests, answer questions and concentrate on stopping other work; Answer the guest's questions briefly, and speak in a moderate tone and volume.

Don't say negative words, and don't rely on imagination. When talking with guests, you should keep a step and a half away.

Provide timely service that exceeds guests' expectations.

The service beyond the expectation of the guests is also called "surprise service", which refers to the unique care and proper surprise service provided to the guests outside the regular service, and often leaves a deep impression on the guests.

1, memorize the birthdays of old customers, arrange birthday venues for guests in advance, send cakes, longevity noodles, etc.

2. Pay attention to the guest's status, adjust the air conditioning temperature at any time, and send ginger soup to the ladies and the elderly in winter.

3. Provide baby chairs for guests with children in time, and increase the backrest for pregnant women and the elderly.

If there are late guests, ask if the food needs heating.

Exquisite makeup, neat hairstyle, elegant manners and thoughtful service, every detail will show whether the hotel people are professional or not.

The hotel industry pays more attention to quality customer service than any other industry. When guests come to the hotel, they will expect the corresponding service level. When their expectations are met or exceeded, they will become repeat customers and visit the hotel again. Only when all the staff improve their service awareness and service level can we realize the whole process of the hotel from excellent to excellent.