What problems should be paid attention to in hotel reception?

The hotel industry is a place where the working environment and social relations are very complicated, so the requirements for hotel attendants are particularly high. If we can't correctly understand the importance of service and have a good service mentality, then it is impossible to have excellent hotel staff. There will also be a series of problems such as brain drain in hotels and poor service attitude of employees. In view of this, I would like to talk about my understanding of service mentality from the following aspects and what we should do to become an excellent hotel employee.

First, the understanding of service.

Hotel managers should correctly grasp the psychology of employees. A person's psychological activities will seriously affect his work and life. Therefore, as a hotel manager, we should understand the psychology of employees through various channels and help them solve some psychological problems. For example, some psychological lectures on services can be held regularly, or a psychological consultation room can be set up under the human resources department to solve problems for employees in time. Because, we must understand a truth, without happy employees, there will be no happy guests.

The service mentality of service personnel must be put right. We should realize that we are equal in personality with our guests, and it is only my job to serve him. I serve well because I love my job, which is a sign of dedication. Therefore, we should regard service as a pleasant interpersonal communication and serve our guests sincerely and happily. In fact, if you can really regard customer service as a kind of interpersonal communication with guests, you will find it very interesting. Most of the reasons why many of our service staff can't serve our guests well now are that they feel a sense of inequality with their guests psychologically. Most of them are deeply influenced by the spirit of "customer is God" in the hotel industry. In fact, customers are human beings and need to communicate, and they are not sacred gods. The reason why we say "the customer is God" only means that we should try our best to meet the requirements of our guests. A friend of mine works in Jin Yongtai Hotel in Shaoxing, Zhejiang, and her work has a very successful experience. Every time a guest comes, she will talk to them about some relaxing topics that they are interested in while serving them. In this way, the guests will not only find fault with your service, but also leave a deep impression on you. Next time she comes, she may call your name to serve him. Isn't this an affirmation of your work and the success of your work?

We should realize that the needs of our guests are the time to show our importance and our ability. Think that guests can't live without us. Even the noblest guests need us. Guests come to the hotel to spend money, not because he can't cook without a cooker, nor because he has no bed to sleep in. Because he came to enjoy the service we gave him, which is why the higher the star rating, the higher the charge. So this highlights our importance, because the service he wants to enjoy needs us to complete for him, and he can't enjoy it without us. Therefore, we should be proud of our work. Through our warm service, our guests can enjoy it with satisfaction and win benefits for themselves. You know, our consumption depends on the consumption of our guests.

When I was studying in a hotel, their old staff always talked in private. This guest is so stingy and that guest is so vulgar. Some people even commented that these guests were simply unruly and ridiculous. I think this situation should definitely exist in many hotel employees. In fact, we should realize that a hotel is a leisure place. Imagine if a person usually goes to work very regularly, but he still has to wear a suit and tie to go to the hotel for leisure after work and can't relax. Then this man will definitely go crazy. In fact, sometimes you should take care of your guests like children, especially those who are drunk. Instead of complaining about the guests, it is better to treat each guest as garbage in your heart. This will affect the effect of your service. There is a story about Su Dongpo and France and India. One day, Su Dongpo went boating and drinking with France and India. Su Dongpo asked France and India, "What do you think I look like?" France and India said, "I think you look like a Buddha." Su Dongpo was very happy and asked France and India, "Do you know what I look like in your eyes?" France and India said, "I want to hear the details." Su Dongpo proudly said, "I think you look like shit." Fayin said with a smile, "Amitabha has something in his eyes and something in his heart. I think you are like a bottle of Buddha, because I always have a bottle of Buddha in my heart. The benefactor looks at me like shit because the benefactor has shit in his heart. " In the eyes, in the heart. Don't treat customers as garbage, we should treat customers as beautiful and lovely angels, and we are naturally angels who bring happiness to our guests.

Second, the understanding of mentality.

Mentality is a person's inner attitude and thoughts about a thing. Mentality determines people's mood and will, and determines the quality of actors. Most of the time, attitude determines action. Service mentality is very important for hotel employees, because hotel employees are in a special working environment. Our job is to deal with people, so we have higher requirements for our work. Because our production and consumption are synchronized, there is no inspection before consumption. So service preparation and service mentality are very important.

At work, we often bring personal emotions, that is, emotions affected by mentality. For example, why the bonus this month is so low, why the work is always delayed, why the guest is so "unruly" and so on. In fact, this is all about getting into trouble for yourself. What has happened or what exists objectively can be solved by your complaint? Why do you care so much? Why can't we open our minds a little? As the saying goes, a person is happy not because she has more, but because she cares less. Often troubles are made by oneself, happiness is found by oneself, and health is made by oneself. Let's get rid of our troubles and find our own happiness.

The work of a hotel waiter is really hard, because she is not a single assembly line operation, but a living person with thoughts and freedom. But we should not care about the fatigue of work, nor should we care about the fatigue of work. We should consider it from another aspect. Hard work embodies my value. Because I am working, the working people are the happiest. If you don't believe me, you can take a wheelchair or lie in a hospital bed. Tired from work, we exercised our bodies and abilities. We should be broad-minded and not always haggle over trifles.

I think everyone is familiar with the story of Liuchi Lane. Zhang Ying, the official residence of the Prime Minister, wanted to move the wall eastward in order to expand the house, so he had an argument with other people's houses. The family wrote to Zhang Ying, hoping that he would come forward. Even if he said a word, the problem would be solved according to the family's wishes. However, Zhang Ying's reply to his family after understanding the situation was: "A letter from thousands of miles away is only separated by a wall. Why not let him be three feet?" The Great Wall of Wan Li is still there today, but I haven't seen Qin Shihuang. "This is how Zhang Ying taught his family that a real prime minister can kick him in the stomach. Therefore, his son Zhang was deeply influenced by his father. Tolerance determines a person's height. If you want to win others, you must first learn to suffer. You must be able to bear hardships, be willing to bear hardships, and bear hardships more. Failure is a kind of happiness.

Laozi once said: "Success begins with mentality. He who knows people is wise, and he who knows himself is clear. " We should have a positive attitude. Actually, it's not difficult The same point of view, two people with different mentality will have completely different views. The great writer Mark Twain has a good attitude. Once, people were walking on the road. It was clear in Wan Li at first, and suddenly it rained heavily in the sky of Wan Li. People complained, but Mark Twain said, "All the rain will stop, and the sky will be clearer and fresher after the rain." Yes, all the rain will stop and all the difficulties will pass. As long as we have a good attitude, our eyesight will not be difficult. We will be the happiest people in the world.

Third, the understanding of work.

Our job is to sell our services with the help of the hotel. We sell services through the hotel as a workplace, win returns and realize our own value. Serving others well is also improving yourself. No matter from the professional level or ideological quality, we all get exercise from our work and have been constantly improving ourselves. For example, you can handle all kinds of strange guests with ease. This adaptability and flexible interpersonal skills are not possessed by ordinary people. Ordinary work is extraordinary when it is done well. A bus conductor in Beijing made it to the 17th National Congress. She is extraordinary. If our waiter can ask the guest to call the roll, then she is extraordinary or successful. I am a native of party member, and I admire our fine tradition of always obeying organizational arrangements. We are a brick of revolution. We are not proud of building a door, nor pessimistic about building a toilet. My understanding of the work and analysis of the characteristics of hotel service work are as follows:

(a) Employees themselves are part of the product.

The products sold by hotels are the sum total of satisfying customers' consumption needs through a series of work such as hotel staff providing promotional services to customers who have been spending in the store. The attitude, behavior, quality and image of employees are closely related to customers' views on products. Because employees directly serve customers and sell products to customers. Whether the customer's consumption intention is achieved depends largely on the attitude, behavior, quality, image and business ability of employees. The words and deeds of employees represent the whole hotel, and guests will judge the overall level of the hotel according to the service of waiters. When we do anything, we are actually promoting myself and my business department to our guests. Employees themselves are living advertisements, with positive effects of 8 times and negative effects of 25 times. In other words, a guest is satisfied with spending here, and he feels very enjoyable. Then, he will introduce or bring eight guests, otherwise, he may lose 25 guests. Attracting new customers and recalling lost customers are expensive for any enterprise.

In a sense, service is the best marketing. Because the products sold by hotels are services, which are all preparations for services. Service is also marketing, and guests will choose the consumption level according to your service attitude and service level. Retaining old customers and developing some new repeat customers are all done by employees working in the front line. The quality of employee service will directly affect the choice of guests, so it is necessary to establish a management mechanism for the promotion of all employees.

(two) production and consumption at the same time, customers participate in the whole process of product production.

The biggest difference between tourism and hotel industry and other industries is that production and consumption are synchronous. This undoubtedly increases the difficulty of employee service. Producers and consumers of products are face to face, and at the same time. This requires great adaptability and flexibility in work. Customers participate in the whole process of product production. The customer is a thoughtful, independent and free person. He will ask many unexpected and unexpected questions about the products he is about to enjoy. Therefore, hotel service requires high quality of service personnel. Otherwise, either the employees themselves can't stand it, or the guests can't stand it, no matter what they can't stand, the enterprise will eventually suffer.

A mother gives birth to nine children, and all nine children are different. What's more, they are strangers from different regions, nationalities, cultural levels, ages and habits. Of course, we will find many polite and quality guests, which will sometimes move us. But we can't rule out some guests with low quality. Service personnel should not strive to serve guests because of their low quality, let alone improve their quality. It should be said that the lower the quality of guests, the more high-quality employees are needed to provide them with high-quality services. Because, in our eyes, every guest who comes to the store for consumption should be our God, and we should provide them with quality services and try our best to meet their reasonable needs. For employees, only by dealing with difficulties can they improve their ability to deal with difficulties.

(3) Service products are not storable.

The service products we provide are both produced and sold. When there is a problem, it cannot be solved by exchanging goods. For example, if an OK house is not sold on the same day, it will lose the value of the day and even lose money. This also requires that we can only succeed and not fail. If the products provided are unqualified, it will also affect any good aspects of the whole service process. For example, in the process of serving the guests, the staff of the catering department accidentally spilled soup on the guests, causing them to burn, so not only the value of the products provided will be erased, but even the collective interests of the enterprises will be affected. Therefore, we must establish the concept of "zero defect". In the process of service, we should always follow the standard operation, provide humanized service, and let the guest feel that his consumption is value for money.

At present, most of the customers who come to the hotel for consumption are high-consumption or luxury customers, and the requirements for products are also very high. If they once think that they can't get the service products they require, then they won't even complain and directly deny your whole enterprise, because he thinks you can't compensate him. So he will give up his loyalty to your company and go to your competitors. This is a great loss for the hotel. Therefore, we should emphasize the management objectives of "zero defect" and "zero complaint". "Zero defect" and "zero complaint" are new terms that have only appeared in the tourism industry in recent years, indicating that the consumer psychology of customers is changing. Therefore, our service concept should also keep up. Hotel management complaints should grasp a policy, emphasizing the change from how to deal with complaints to how to reduce them and then how to avoid them. We used to emphasize that complaints should only be handled by me. Reducing complaints and avoiding complaints are also the work that every employee should do together and the goal that every employee should strive for.

"Going to work to prevent diseases"-Huangdi Neijing. That is to say: the best doctors don't make people sick. So our service is the same, and things must always be handled before customers complain. We should cultivate a sense of hardship and plan ahead. Some things can be handled in the bud, don't make it big. We can be more sincere when dealing with some small problems. Because, you can try to solve the guest's problem as soon as possible, because the longer the problem drags on, the more serious it will be. Of course, we can only grasp one principle: face can be given, but truth cannot be given.

Our management should try to involve customers, because customers are the only judges of our service quality. And customers will use actions to score, and will use their own expressions as comments. Therefore, we should try our best to provide convenient conditions for guest feedback and try our best to collect suggestions from the judges. We should try our best to touch our "God". The reason is simple: customers send money, and we take money from home. Please look at the humble promise of Sheraton Hotel in America-be prepared to like every guest.

Fourth, the understanding of customers.

According to the nature of the business, there are various names for customers. Such as customers, patients, passengers, members, users, readers, spectators, guests and so on. But different names can only mean different service forms. They all exchange one thing (usually money) for another valuable thing (usually goods or services). What I want to say here is to look at the customer's role characteristics from a psychological point of view.

Most people should understand people's psychology where there are people, and customers are people who are closely related to our work. It is the object of our work and the judge of our work. Therefore, it is necessary to understand the psychology of customers. Our working relationship determines that we are a "high contact" industry. We are engaged in a special kind of interpersonal communication, so we need to understand people's psychology more.

Understand the characteristics of customers, master the psychological characteristics of customers, provide customers with comfortable and comfortable services, impress customers' hearts and win customers' recognition. This is the work we should put in the first place.

(1) Customers are people with a sense of superiority.

When guests spend money to enjoy in a hotel, they will feel that the leader is above others. Moreover, in the process of serving waiters, they often show some writing characteristics of leaders. For example, I often command you, talk about his glorious history, and put on airs a little. Therefore, we must treat this kind of guest like a leader, whether he is a leader or not. For guests with a sense of superiority, we should do it from the following aspects.

First, show respect and be polite. When treating guests, we must show a kind of respect for leaders and take guests as the core everywhere. Of course, be careful not to focus on one of your many guests, so other guests will have opinions. In the process of service, even if you are familiar with the guests, please don't forget your identity and always keep active comity.

Second, we must obey. Leaders often want what they say to the letter and always want others to obey. Therefore, we must give our guests enough face and absolutely obey their words. Always remember the creed that no matter how busy you are, you can't neglect your guests. Ignoring them is tantamount to ignoring your own income and the profits of the enterprise.

Third, we should serve attentively and pay attention to details. We can't treat as long as there is no problem. Instead, we should strive for perfect service and provide thoughtful and considerate service for our guests. Observe the words and deeds of the guests carefully and pay attention to the details of the service.

(B) guests are emotionally "free men."

The guest came to the hotel for leisure, but he came eight hours away to relax. You can't always ask guests to treat them as guests, but be considerate and considerate of them. Caring for people with heartfelt kindness, in fact, if we carefully consider the core values of people-oriented, it is not difficult to find that we should be tolerant with a loving heart. So we should forgive our guests, try our best to meet their needs and get a moment's leisure after his intense work. To sum up, we should pay attention to two points.

First of all, fully understand the needs of guests. The consumption demand of guests is generally free, so in order to better provide targeted services and humanized services for guests, we must fully understand the needs of guests.

Secondly, fully understand the guest's mentality. Guests come to the store for relaxation and leisure, so their mentality sometimes shifts to purely childish aspects. At this time, we should fully understand the guests, rather than demanding them.

Because the behavior of guests is not restricted by various professional norms, they will be particularly relaxed, and the shortcomings of human nature will be exposed. At this point, the waiter should understand the guests, not make fun of them, and not neglect them. The consumption purpose of guests coming to the store is to relax freely and try to be satisfied. Only when the special enjoyment needs of the guests are fully met will the guests continue to come next time. Customer service is like a daily election, where customers vote with their feet.

In a word, we should try our best to make our guests feel comfortable. We should use our wisdom flexibly and skillfully to keep up with the casual and free service needs of our guests.

(c) Customers are people who come to seek enjoyment.

Hotel service is not a necessity, but a kind of enjoyment, a luxury consumption with high consumption. We only know that the guests are here to relax and enjoy, but we don't know what the specific needs of the guests are. We can only observe attentively in the service process and provide thoughtful service.

No matter how competent guests are at home and at work, they sometimes show imbecility in hotels. Therefore, the requirements for waiters are very high. Of course, maybe you didn't do well, and the guests won't blame you. But doing it well will bring many repeat customers. This value is intangible.

(4) The guest is the person who loves face the most.

Generally, guests who come to the store for consumption, almost all of them like to show themselves, which is very clever and hopes to be paid special attention to. In this regard, guests should be given a "stage" to give them a sense of superiority and pride. Always grasp one thing and always give the right to the guests. Giving customers face can also be said to be an aspect of quality service. Because the guest is the only judge of our service work. But the guest's evaluation is also subjective, depending on his mood. Therefore, it is the success of our work to protect our guests from all aspects and show them happy opportunities.

Verb (abbreviation for verb) self-awareness

Know your social role. Social role: refers to a person's "identity" in an organization or group of society. Some people think that waiters are inferior and serve others. Compared with the guests, they feel unequal and unbalanced, which leads to inferiority complex and sometimes even conflicts with the guests. The key to this phenomenon is that waiters can't correctly understand and handle the relationship between roles. According to the research of social psychology, the depersonalization of social roles means that no matter who he is or what his personality is, as long as he plays a certain role, he must act according to the norms given by the role. Each of us will have several social roles and how to deal with the relationship and transformation between these roles. You must never participate in other role-playing at work. Because the product characteristics of the tourism service industry do not allow us to have any mistakes.

The role expectation in hotel service is complex and diverse. Role expectation is to expect others to treat you. When you expect others, others are expecting you. In the hotel industry, waiters expect guests to understand themselves, save trouble and go back early after eating. At the same time, guests are also expecting the waiter to be considerate and serve themselves well before opening his mouth. Hotel management is also looking forward to, if the waiter's service mentality is better and his career is stronger; Guests spend more.

People are equal in personality and law, but their roles are unequal and cannot be equal. Therefore, we should correctly understand our social role and be satisfied with our social role. If there are guests, there must be waiters. At work, I am a waiter, and I serve others with a smile. As a bank employee, his social role seems to be better, but from the perspective of going to work, he should also go to work on time, and the same eight-hour working system. We should realize that we live in a big family and many industries have their own division of labor. Only in this way can our society be harmonious, and no one can live without anyone. Imagine, if there were no road builders, could we have such a clean environment? Would our life be smooth without sewer workers? If there is no waiter, can others enjoy such quality service?

To sum up, we should fully understand the ability and function of self. Hotel waiter is also a profession, a part of many social divisions of labor, and also a role-playing. We should try our best to use our intelligence to do the work well. We should love our major and work.