Three golden principles of service managed by six managers

Ten golden rules of hospitality service in hotel industry. Gfd's clean and professional service begins with the appearance of employees. Neat clothes and instruments show that we value our guests and provide professional services.

Second, give the guests direct attention. In some cases, you may not be able to receive guests right away, but don't ignore them, because it will make people feel that they are not valued. In this case, you can let the guest know that you can't receive him temporarily by greeting, eyes or other means. This can eliminate the unpleasantness of the guests because of waiting.

Third, a good mental outlook. Don't show a lack of confidence. This will directly affect the mental outlook of other employees. It will also make guests feel that you don't respect him, which will lead them to think that the service level of the hotel is unprofessional. Therefore, a good mental outlook plays a great role in the work of hotel employees and guests.

4. Greet the guests with a sincere smile. Greeting guests with a sincere smile depends on your facial expression and eyes. When greeting guests, moving without saying anything will make them feel uncomfortable or think that you don't pay attention to them at all; If there is no facial expression, it is easier for guests to feel unwelcome. On the contrary, if we can give our guests a sincere smile greeting, we can make them feel warm and considerate.

Listen carefully during the conversation with the guests. This will not only enable you to accurately understand the meaning of the guests, but also understand the mood of the guests, thus providing better service. 6. Keep eye contact In the process of talking with guests, keeping eye contact with them not only helps to communicate, but also makes them feel that you really want to help them, so that even if you can't meet their requirements in the end, they won't care too much.

Seven, use the guest's surname to know the guest's name in various ways, don't call Mr. or Ms., you can add the guest's surname. Because guests are always willing to accept that you use their surnames, so that guests can feel that they care.

Eight, to protect the privacy of the guests, always talk about the various information of the guests carefully, and never disclose it without the permission of the guests. Because this may bring all kinds of troubles to guests, and may even indirectly or directly lead to the loss of guests.

Ninth, always provide extra help. After meeting the needs of guests, always ask if you need other help. This is enough to make guests feel that you are happy to serve them.

10. Always try to meet the requirements of the guests. When a guest puts forward requirements that the hotel can't meet (requirements that don't violate the law or involve various moral issues and may be met), don't directly refuse the guest, but help the guest as much as possible first. Even if the guest is finally dissatisfied (for whatever reason), he can feel that the hotel has tried its best to help him.