How to write about hotel experience

Experience of hotel workflow standardization

First, work norms

1, the most important principle: attitude is everything. Attitudes include attitudes towards work, guests, learning and problem solving.

2. Friendly, efficient and enthusiastic service atmosphere. Require employees to love this job, keep a happy mood to work, and regard work as fun.

Every service provided for the guests is full of respect and smile. Always remind employees to smile. Smile is the most natural and direct way to connect emotions, and it can also effectively eliminate all misunderstandings and unhappiness and establish a pleasant atmosphere.

4. Every employee (including manager) should have a job in his eyes and have the ability to foresee the service needs of guests.

5. Be full of work and do everything well. What is displayed in front of the guests is the most beautiful, top-grade and high-quality things, and the service principle is enthusiasm, thoughtfulness, patience, meticulousness, quickness, accuracy, safety and generosity.

6. Pursuing personalized service. It is necessary to provide high-quality and satisfactory services to guests and surprise them; Think about what the guests think and what they think.

7. Pursuing humanized service. Everything is considered from the guest's point of view, rather than letting the guests make do with us.

8, the pursuit of zero defect service. Service formula:100-1≤ 0, and the service is endless. Sublimate countless service details into high-quality services that satisfy customers.

9. Learn to empathize. Every employee should put himself in others' shoes (if you are a guest, etc.). ) realize that guests spend money for enjoyment, not to suffer indignities. When you are on duty, you should divide your work and don't ignore every potential guest.

10, actively communicate with guests. Pay attention to speaking skills when communicating, put an end to opinionated opinions and rhetoric, and try to figure out what to say on different occasions and at different times.

1 1. Pay attention to the use of body language with guests and colleagues. In the process of serving the guests, we should grasp the priorities, and pay attention to the speaking speed when talking with or introducing the guests. For poor quality guests, the waiter should not fight hard with them. If it is really unbearable, he can ask the supervisor to change his post.

12. Guests should check every detail before checking in and remember their hobbies and habits. Whether the room card is ready, whether the room is intact, etc.

Second, mental outlook, gfd.

13, smiling all the time. Smile at all times, and greet guests with a smile whenever you see them anywhere in the hotel. Energetic, polite, enthusiastic, kind, dedicated, ready to serve guests. When answering the phone, smile and be respectful even if the other person can't see it.

14, grooming rules. Hair but ears, back but collar, no sideburns. Female employees should wear light make-up before going to work, do not wear brooches (except wedding rings), and male employees do not leave beards.

15, instrument specification. Wear tooling at work, keep the tooling clean and free of stains, complete buttons and no threads, and wear the work number plate correctly. Don't grow nails, don't apply nail polish, don't blow perm, and don't dye your hair. Wear the specified shoes and socks at work, with no holes and jumpers, and clean shoes.

Third, code of conduct and discipline.

16, sitting posture. Standing posture should be elegant and generous, eyes should be natural, eyes should look straight ahead or pay attention to serving guests, arms should naturally droop or cross in front, body should be tall and straight, and keep smiling; Follow the "right hand rule" when walking and walk in a straight line. Lu Yu guests smile, take the initiative to say hello, sideways to show courtesy; Don't twist your body or shake your legs when you sit down.

17, gesture. The use of gestures is correct, standardized, beautiful and natural. Show the way to the guest, keep your arms straight, fingers together naturally, palms up, and indicate the target with the elbow joint as the axis, giving consideration to both the guest and the target. Smile and cooperate with language use.

Code of conduct. Walking to work can only take small steps, not striding or trotting all the way, not three people in parallel, not putting their hands in their pockets, not holding hands or hooking their shoulders; Say hello to distant guests, acquaintances or colleagues in the workplace, only use eyes, nod or simple gestures, and don't make loud phone calls. If colleagues have anything to ask, they can only come near and say it. Employees must use folders when transferring files, documents or other materials, and nothing can be caught under their arms.

19, post discipline. Must strictly abide by the working hours, do not be late, do not leave early, do not absenteeism, do not change shifts or leave without leave; Don't leave your post without seeing the next shift in person; Do not string posts, take off posts, slip posts, and chat together; No guests during office hours, no personal phone calls.

20. Work coordination and cooperation. This work should be accurate, precise, complete and efficient. Obey the work arrangement of the leader, complete the task on time according to the norms and standards, and do not delay, refuse or terminate the work without reason.

2 1, group consciousness. Love the hotel, love the shop as home, work hard and do your duty; Unite and cooperate, help each other, be open-minded and eager to learn, be realistic and enterprising.

Fourth, courtesy.

22. courtesy. In the process of reception service, we can distinguish different times, occasions, scenes, reception objects and guest customs, and correctly use greeting etiquette, address etiquette, answer etiquette, welcome etiquette and operation etiquette.

23. Hospitality etiquette. Entertain guests warmly, greet them with a smile, greet them when they meet, go in and out, and be polite up and down; Address guests appropriately, talk and behave appropriately, and have a gentle and cordial tone; Answer the guest's inquiries, be enthusiastic, patient, careful and clear, and do everything possible to meet the guest's needs; Be polite to others, be neither humble nor supercilious, be natural and graceful, and never argue with guests; The guest area is "three lightness": walking lightly, speaking lightly and operating lightly.

24. Be punctual and trustworthy. To provide certain services according to the time proposed by the guests, we must strictly observe the time, 1-2 minutes in advance, do not delay at will, and there is no situation of not making an appointment.

25. Language specification. Speak the first sentence well, use the language accurately, pay attention to the grammatical structure and intonation; The accurate use of facial expressions requires emotional stability, and facial expressions change according to the audience and the content of the speech.

26. Telephone etiquette. All incoming calls must be answered after three rings; Pay attention to the posture of holding the mobile phone when answering the phone. If you need to talk to someone halfway, cover the receiver with your other hand, take notes if necessary, and then repeat it to the other party. Be sure to let the guest hang up before hanging up, and don't slam the receiver at any time; Don't talk loudly about personal calls in front of guests. If you meet guests, you should immediately end the personal call and serve them.

Verb (abbreviation for verb) guest complaint

27. Focus on listening to guests' complaints. You must listen carefully to the complaints of the guests, and under no circumstances can you argue with the guests; When handling complaints from guests, the parties concerned should, in principle, take the initiative to avoid it, and may not handle disputes with guests on their own; Any complaint must be recorded in writing and answered as much as possible.

28, the general steps of handling complaints. Listen carefully and stay calm; Sympathize, understand, comfort and apologize to the guests; Pay enough attention to the guests; Pay attention to process inquiry and record key points; Put forward specific measures to solve the problem; Put forward the time needed to solve the problem; Follow up and supervise the implementation of remedial measures.