Traditional Culture Encyclopedia - Hotel accommodation - How to train hotel employees well

How to train hotel employees well

Suggestion from Shenzhen Wanyou Gravity Zhang Yucheng that the training of hotel employees should include the following points:

Etiquette training: Hotels are a service industry and often have to contact guests and employees. The quality of the hotel represents the image of the hotel. Good employees will make people praise the hotel, and vice versa. Therefore, it is necessary to focus on increasing strength training in etiquette (big hotels attach great importance to this aspect).

Safety training: The hotel is a gathering place for people. If there is an emergency (such as fire, violence), employees must have the ultimate responsibility to protect hotel property and the personal safety of guests, so such as fire protection, emergency Emergency response training for emergencies is necessary and even more necessary.

Behavior, conversation, dress and appearance: This is the content of etiquette training. In addition to the hotel's links and dishes, the words and deeds of the hotel's employees also have a great impact on guests' evaluation of the hotel. If the environment is good and the food is good, but if the employees look like they owe five million to the customers when they see them, then who would dare to come? Therefore, the service etiquette of employees, such as smiling when seeing guests, saying hello when meeting, guiding gestures to be elegant and standard, saying "how can I help you" when a guest asks, dressing uniformly, being clean and tidy, etc. . The only thing a hotel has to worry about when it comes to employees like this is not to be poached by other hotels.

The fourth point is the most important and the most rewarding point, which was mentioned in the business etiquette training of Wanyou Gravity. Mr. Zhang Yucheng mentioned in the training that emotional intelligence training is very important for hotel service personnel. A very plus point. If a guest encounters an embarrassing situation or has something to hide, the employees will play a very important role. Also, if they encounter a customer who is deliberately making things difficult, smart employees can also provide the hotel with unexpected solutions. (See the training content for details)

That’s about it for hotel training, I hope it can help you