How to enhance hotel staff’s service awareness

How to improve the service awareness of hotel employees: \x0d\ In summary, there are the following five aspects: \x0d\ 1. Service instrument \x0d\ The so-called service instrument refers to the spirit of service personnel in service Requirements and specifications for appearance, appearance grooming and dress. Focus on the following points:\x0d\1. Service with a smile. \x0d\This is the basic requirement of welcome etiquette and politeness. Waiters should be kind, enthusiastic, cautious, neither humble nor overbearing, and generous and courteous when treating guests. \x0d\2. Modify your appearance frequently. You should frequently get haircuts, bathe frequently, and manicure your nails frequently. The hairstyle is elegant, the hair is not messy, the eyes are free of secretions, and the nose hair is not exposed. The male waiters must shave their faces regularly and avoid mustaches and sideburns. Waitresses should not wear shoulder-length hair, earrings, nail polish, or heavy lipstick when working. \x0d\3. The hotel has a mirror at the entrance of the employee passage or in the locker room. Every employee should check his or her appearance before entering the job. \x0d\4. Dress neatly. At work, waiters must wear uniforms according to the season and occasion. Clothes should be washed, ironed and buttoned. Male waiters should wear suits and ties, and long-sleeved shirts with the lower part tucked into trousers. \x0d\Both male and female waiters do not wear sunglasses, slippers, and rolled up cuffs and trousers indoors. \x0d\ 2. Service Speech \x0d\ The so-called service speech refers to the specific requirements for service personnel's language and speech in the welcome service. There are mainly the following six points:\x0d\1. When meeting guests, you should smile, stand to serve, and take the initiative to say hello. Generally speaking: "Hello", "Good morning", "Good evening", etc. Don't say: "What are you doing?" "Have you eaten yet?" Don't take the initiative to shake hands with guests. If guests extend their hands to shake hands with you, It should also be carried out according to the requirements of the handshake ceremony. Don't stare at a certain part for too long and look at the guests, especially female guests. \x0d\ 2. When talking to guests, it is advisable to keep one and a half steps away from them. When talking to guests, do not look around, look at your watch casually, or touch around with your hands. When listening to the other party, be polite and natural, and look at the other party visually. \x0d\3. When asking questions to guests, the language must be appropriate and be measured. If you ask the other party's name or how many people are there, you cannot say: "What is your name and how many people are there?" You should say: "How should I call you? How many people are there? \x0d\ 4. When talking with guests , pay attention to listening, let the other party finish what they say, and don't rush to talk. When answering the other party's questions, be sure to be truthful and speak as much as you know. When talking to each other, explain to the other party \x0d\5. , don't step forward to listen, don't peek aside, and don't interrupt casually. Even if you have something important to do, don't interrupt their conversation, but wait for incoming calls \x0d\6. When greeting a guest, be sure to hear the name, unit or room of the guest you are looking for, and then tell them accordingly \x0d\ 3. Service Behavior\x0d\ The so-called service behavior refers to the behavior and actions of service personnel at work. Specific requirements. \x0d\As a qualified waiter, you must do the following:\x0d\1. Behave dignifiedly, move in a civilized manner, sit upright, do not lean forward or backward, do not swing your legs or put your feet on the armrests of the sofa. When standing, you should be upright and straight, with your hands hanging down. You should not put your hands on your waist, behind your back, or hold them in front of your chest. If you are trying to get in the way, you are not allowed to walk among the guests; if you are walking in the opposite direction \x0d\2. All uncivilized behaviors should be prohibited in front of the guests, such as smoking, eating snacks, picking your nose, picking your teeth, scratching your head, and manicuring your nails. , stretch, etc., even if you have no choice, you should try your best to cover up or avoid it. \x0d\3. Do not eat food with strong odor before going to work. Smoking, drinking and drinking are absolutely not allowed during on-site service. Eat. \x0d\4. When the waiter is working, he should keep the room quiet and speak softly. He should walk softly and handle things lightly to avoid making noise. \x0d\5. In the room, if there is no greeting, generally do not enter; when a guest is greeted or needs to enter in an emergency, be sure to ring the doorbell first. If the door is open, you should knock twice and wait for the guest to answer before opening the door. Enter through the door. When leaving, take two steps back facing the guests, then turn around and go out, closing the door gently.

\x0d\6. It is strictly forbidden to joke around, fight or use nicknames with guests. \x0d\7. When guests are talking in a narrow passage, aisle or stairwell, they cannot pass through the middle. They should first say "Sorry, please give way" and wait for the other party to move before passing through from the side or back. If you accidentally bump into a guest, you should take the initiative to apologize and say "I'm sorry" before leaving. \x0d\8. When lighting cigarettes for guests, only one person can light a match with one match. When lighting a cigarette for the second person, he must strike another match. If you use a lighter, you should extinguish it and then light it again to show courtesy and thoughtfulness. \x0d\ 4. Service Etiquette \x0d\ The so-called service etiquette refers to the basic requirements and norms that service personnel should follow in terms of courtesy specifications and protocol sequence during service work. It is worth noting: \x0d\1. In the service work of guest rooms and restaurants, courtesy specifications and protocol order should be strictly followed, guests should be served first, then the host; female guests first, then male guests; main guests first, then other guests guests. \x0d\2. Do not inquire about the age, position, family members, children, wages and other private matters of the guests, especially the female guests. \x0d\3. Don’t easily accept gifts from guests. If you don’t accept them and it may be rude, you should express your deep gratitude. After accepting the gifts, they should be handed over to the leadership for processing in a timely manner. \x0d\4. When guests pass by the service desk, they must nod. When guests leave the hotel, they should take the initiative to say goodbye and say: Goodbye and welcome again. If there is an elevator on the floor, you should take the initiative to press the elevator switch for the guest. \x0d \5. Service title\x0d\ The so-called service title refers to the requirements and specifications for service personnel to accurately use honorifics to guests during services \x0d\ Guests should be addressed according to their age, identity, position, gender, and marriage. When addressing the guest, the male guest can be called "Mr." The married female guest can be called "Mrs." and the unmarried female guest can be called "Miss."